AccountId: 011433970860
ContactId: edea0822-8fac-453c-85fa-06fac9033a03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104839 ms
Total Talk Time (AGENT): 36498 ms
Total Talk Time (CUSTOMER): 35098 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/edea0822-8fac-453c-85fa-06fac9033a03_20250402T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, I'm a new member of APL. I live in [PII] and I'd like to find a primary care doctor. Uh, my previous doctor does not accept this insurance.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, so I went to [PII]. Is that the right place, or should I?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so looking at this.
[CUSTOMER][NEUTRAL] Uh, it says choose a network.
[CUSTOMER][NEUTRAL] I have multipla network limited benefit plan would that be the one?
[AGENT][NEUTRAL] So I can tell you multiplan of course it is a bit confusing and I apologize for that ahead of time that they do offer all kinds of different policies through different carriers so the policy that you have with us was this um this was for medical so for our medical plans they don't have a set network they're a limited indemnity medical plan.
[AGENT][NEUTRAL] So with that um and I can get your policy pulled up just to make sure but with that generally uh it's gonna depend on each provider.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Please, hello?
[CUSTOMER][NEUTRAL] Hello hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?