AccountId: 011433970860
ContactId: efab4a16-6dbd-47ab-97b1-873553a79247
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180820 ms
Total Talk Time (AGENT): 72387 ms
Total Talk Time (CUSTOMER): 56986 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/efab4a16-6dbd-47ab-97b1-873553a79247_20250325T16:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, my husband just got insurance.
[CUSTOMER][NEUTRAL] With you guys I need to know uh if I could get a list of providers in my area that accept his insurance.
[AGENT][NEUTRAL] Mm, I can check and see what type of product he has. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and it's 252.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, it's 0260674.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a minute.
[AGENT][NEUTRAL] OK, um, I'm missing one digit. Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] 02606674
[AGENT][POSITIVE] OK, [PII] in the 6th. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and you're not listed, so I'm gonna answer this as a general question because I don't see your name listed on the policy.
[AGENT][NEUTRAL] Um, as a general question, OK, yeah, there is no networks with our product because we're not a major medical. Now, if you, you don't know where to go and you're trying to locate like a medical doctor, um, you can go to [PII].
[CUSTOMER][NEUTRAL] Uh, I'm not.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To search for a doctor in your area.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They plan.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, thank you. Uh, do you know what his copay is?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We cannot release any information unless we have them on the line. Mm mm, no.
[CUSTOMER][NEUTRAL] Oh, you don't, you can't tell me.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] We cannot release any information. You're welcome. Is there anything else I may help you with today, Miss?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, you have a good day and thank you.