AccountId: 011433970860
ContactId: e40e0699-5e23-45cd-a566-d3958df32815
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241000 ms
Total Talk Time (AGENT): 119634 ms
Total Talk Time (CUSTOMER): 103487 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/e40e0699-5e23-45cd-a566-d3958df32815_20250204T21:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][POSITIVE] Hey, good afternoon. How are you doing?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] OK, I'll just call you, uh, I got the insurance, but I want to have a
[CUSTOMER][POSITIVE] And put it in my area that's why I called you to help me.
[AGENT][NEUTRAL] I'm sorry, I can't understand what you're saying. Are you insured? Are you a physician?
[CUSTOMER][NEUTRAL] For medical.
[CUSTOMER][NEUTRAL] Yeah, 40 more maybe.
[CUSTOMER][NEUTRAL] No, so I just share, yeah.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Uh, and so on.
[CUSTOMER][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] 58
[AGENT][NEUTRAL] I'm sorry, 0202.
[CUSTOMER][NEUTRAL] 7320.
[CUSTOMER][NEUTRAL] 5058.
[AGENT][NEUTRAL] 58
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 7329.
[AGENT][NEUTRAL] 7329.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment while I try to pull that up and then I'll be able to uh further assist you with what you're calling in for today.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, verify your date of birth followed by your physical mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and is your name pronounced [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] More for me.
[AGENT][NEUTRAL] OK, and what's your physical mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what can I help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, uh, I'm looking, uh, provide about the, uh, medical to do a checkup, uh, few, yeah, that's why in my area.
[AGENT][NEGATIVE] I'm sorry, it's, it's hard for me to understand you. I, I, I, I can't understand what you're saying.
[CUSTOMER][NEUTRAL] Yeah, I want to do, I want to do, I want to do, I want to do a physical, but, uh, I want to have a full, uh, I want to have full network with my NCS.
[AGENT][NEUTRAL] Oh, you said a provider that takes your insurance?
[CUSTOMER][POSITIVE] In you, exactly.
[AGENT][NEUTRAL] OK, so I can help you with that today. Now, Mr. [PII], you just have to call the provider and see if they'll accept your insurance. This is a hospital indemnity policy, and they'll tell you yes or no, and you just go from there, you give them the insurance information and they'll call and verify the benefits, but your insurance does not provide a list of in-network or out of network providers because this insurance doesn't have a network of providers. It's just whatever provider accepts this insurance, that's how it goes.
[CUSTOMER][NEUTRAL] Oh, just go and then ask anyway, right?
[AGENT][NEUTRAL] Yeah, just give them your insurance. So, give them your insurance card and tell them this is what I have and they'll call and verify the benefits.
[CUSTOMER][NEUTRAL] OK, got you, got you. Thank you for that. So what, oh, it's fine. So what about the CT CTMG I think of MG O N yeah, so.
[AGENT][NEUTRAL] Alright, anything else I can help you with today? Uh-huh, go ahead.
[AGENT][NEUTRAL] I'm sorry, I didn't understand what you were saying.
[CUSTOMER][NEUTRAL] You care city and the city, city envy.
[AGENT][NEUTRAL] CTM, what is that?
[CUSTOMER][NEUTRAL] C and the agent care.
[AGENT][NEUTRAL] CTMV I'm, I'm sorry, what, what is that, sir?
[CUSTOMER][NEUTRAL] N G M Z N V 5050 ND agent care.
[AGENT][NEUTRAL] Urgent care, is that what you're saying?
[CUSTOMER][NEUTRAL] Asian girl, yeah, yeah, Asian girl.
[AGENT][NEUTRAL] Urgent care, OK, you just give them your insurance card and they'll call and verify the benefits.
[CUSTOMER][POSITIVE] OK, OK. Thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome and I'm sorry I had a hard time hearing you. You take care of yourself, Mr. [PII] and have a great day. Thanks for calling APL. Bye-bye. Uh-huh. Thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][POSITIVE] Got you. All right. Bye-bye. You too.
[CUSTOMER][NEUTRAL] That