AccountId: 011433970860
ContactId: e42fad16-f93c-436f-acbb-9811e15d6a04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241330 ms
Total Talk Time (AGENT): 89424 ms
Total Talk Time (CUSTOMER): 93735 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e42fad16-f93c-436f-acbb-9811e15d6a04_20250123T20:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, so I was trying to find a network provider and I got all these numbers, but they're saying that um they never heard of that insurance.
[AGENT][POSITIVE] OK, so you're trying to, I'm sorry.
[CUSTOMER][NEUTRAL] And then they said something about that.
[CUSTOMER][NEGATIVE] And then they're saying something that I have to pay out of pocket first and then you guys will pay it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you have a question regarding locating a network provider?
[AGENT][NEUTRAL] For the type of coverage you have? OK.
[CUSTOMER][NEUTRAL] No, I'm
[CUSTOMER][NEUTRAL] Yeah, but I, I got that phone number, but all those numbers that are on there, they're saying they've never heard of an insurance company.
[AGENT][POSITIVE] OK, so how can I help you today?
[CUSTOMER][NEUTRAL] Um, I just need to figure out if y'all guys will, um, if ATL will pay, um, the, um, doctor back or us back for paying for the doctor.
[AGENT][NEUTRAL] OK, so you have a question on the benefits on your plan and how that works. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am, I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, I'm especially for my husband, [PII].
[AGENT][NEUTRAL] And who
[AGENT][NEUTRAL] OK, but what is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is your last name [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] 5102.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and Miss [PII], I will have to verify several things with you first for security purposes. So first off, what is the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And again, the name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the phone num, I'm sorry, the home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And a phone number for Mr. [PII].
[CUSTOMER][NEUTRAL] It's not gonna be the right one, but I have his phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK, so Miss [PII].
[AGENT][NEUTRAL] I spoke to you earlier today uh about getting, mhm. Now, I cannot, earlier.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I cannot provide you benefit information because you're not covered on this policy.
[AGENT][NEUTRAL] I can't give you detailed information. Is Mr. [PII] there to authorize us to speak to you?
[CUSTOMER][NEUTRAL] No, because he's at work. That's why I'm doing all this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. So earlier today though,
[CUSTOMER][POSITIVE] I'll just call back tomorrow so he can talk to y'all, thank you.