AccountId: 011433970860
ContactId: e9353184-40b2-42ab-89ca-cde49dac87e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101120 ms
Total Talk Time (AGENT): 46557 ms
Total Talk Time (CUSTOMER): 27691 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/e9353184-40b2-42ab-89ca-cde49dac87e7_20250527T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Um, I'm a new member with you guys and I wanted to see where my primary doctor would be.
[AGENT][NEUTRAL] OK. Do you have a policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Yes, it's 02620130.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. And then if I could just get your name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you. And then I just lastly need to verify your address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII]. So, the plan that you have with us is a secondary insurance. It's a gap coverage for your primary. So, you would need to, um, if you're looking for a provider, we're not your primary insurance, we're the secondary.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So there's no sort of network or anything like that. Basically when you go to, yeah, you just give them the primary and this card and we pick up the difference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][NEUTRAL] All right. All right, thank you then. No, that'll be all.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Bye bye.