AccountId: 011433970860
ContactId: cd91382d-b865-4785-ae06-77f7013a99a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132910 ms
Total Talk Time (AGENT): 54937 ms
Total Talk Time (CUSTOMER): 56280 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/cd91382d-b865-4785-ae06-77f7013a99a3_20250605T18:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was told to call y'all to see if the doctor was in network that they was participating through the incident, but I need to know if they like.
[CUSTOMER][NEUTRAL] If I paid to go to the doctor.
[AGENT][NEUTRAL] Uh, let me take a look at that for you. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII]. That's [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you. And your policy number with us?
[CUSTOMER][NEUTRAL] Uh, policy number is 0262.
[CUSTOMER][NEUTRAL] 1615.
[AGENT][NEUTRAL] OK, if you could verify your date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, uh.
[AGENT][NEUTRAL] For verifying your account and you said you're calling to see if a doctor is in network?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so your policy is not a contracted policy, so we would not have a list of doctors you are able to go to any provider, um,
[AGENT][NEUTRAL] As long as, you know, they, they.
[AGENT][NEUTRAL] There is no network. Your policy um pays like a flat amount, a flat rate, uh, so there is, there's no contract for payment.
[CUSTOMER][NEUTRAL] So I can just go to any doctor as long as they take the multi plan.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. That's good to know cause I'm glad you told me that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, I think that's it.
[AGENT][POSITIVE] OK, [PII], you have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.