AccountId: 011433970860
ContactId: e269c407-a9fc-4ffc-ba44-3f258b505e83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200860 ms
Total Talk Time (AGENT): 77564 ms
Total Talk Time (CUSTOMER): 53860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/e269c407-a9fc-4ffc-ba44-3f258b505e83_20250617T19:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was wondering if you can help me uh verify if a provider is accepted um by the insurance.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] [PII] last name [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, just give me one second please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 609
[CUSTOMER][NEUTRAL] 87.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] My address is [PII]. Email address is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you, you were wanting to know if there was a provider in your area?
[CUSTOMER][NEUTRAL] Um, if a provider is covered by the insurance.
[AGENT][NEUTRAL] OK, our providers go through multi plan hold on just a moment.
[AGENT][NEUTRAL] Um, I can give you their number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] We do not have that provider's list, so.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It is 800.
[AGENT][NEUTRAL] 457.
[CUSTOMER][NEUTRAL] I'm sorry, say.
[CUSTOMER][NEUTRAL] One second please, I'm just pulling up my notes.
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, I'm sorry, say again.
[AGENT][NEUTRAL] [PII], or they have a website is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII]. That is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APO. You have a good day. If you have any questions, give us a call back, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.