AccountId: 011433970860
ContactId: e58fca2b-33c8-4f25-a4bc-c7123b37a6b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127959 ms
Total Talk Time (AGENT): 50347 ms
Total Talk Time (CUSTOMER): 57845 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e58fca2b-33c8-4f25-a4bc-c7123b37a6b1_20250324T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just went to urgent care and they were, um,
[CUSTOMER][NEUTRAL] Uh, they didn't take APL, um, for my secondary insurance, and I was wondering if you can look up my zip code to see where I can go to an urgent care near me where they take it.
[AGENT][NEUTRAL] Um, I do apologize. We do not have a list of providers.
[CUSTOMER][NEUTRAL] OK, so there's no way for you to tell me where, where I can go? Aren't you an insurance company? Mhm.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Yes, we are your secondary insurance company. Can I have a policy number?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Like the group number?
[AGENT][NEUTRAL] It should say inpatient or outpatient.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, 02148363 ML.
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] But the out you need outpatient or inpatient, the two different ones.
[AGENT][NEUTRAL] That's fine. I have your account. Can I have your first and last name?
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't know what email you guys if it's my mom's email that you have, but [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. So with this plan, there is no list of providers. Let me see if they have.
[AGENT][NEUTRAL] Any special.
[AGENT][NEUTRAL] Circumstances on here.
[AGENT][NEGATIVE] And they do not. There is no list you can utilize any provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And I'm sorry, thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] That's right.