AccountId: 011433970860
ContactId: f53ef0fc-949c-484c-96ba-a3bdff1a6435
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205339 ms
Total Talk Time (AGENT): 88070 ms
Total Talk Time (CUSTOMER): 90655 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f53ef0fc-949c-484c-96ba-a3bdff1a6435_20250303T16:02_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. Yes, I'm calling, uh, can you um give me a location for a clinic around me?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, I can help you with the list of providers. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure. [PII]. Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's 02.
[CUSTOMER][NEUTRAL] 456-565
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] The address is [PII]. The email is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment and um hold on one moment.
[AGENT][NEUTRAL] So for your policy, you have the hospital indemnity policy. So for that part of it, there is no network, but you do have the PPO network through multiplan. Now because Multiplan is a different company, I don't, we don't have access to their list of providers, but I can give you and transfer you to their phone number or give you the website. Um, the list of providers is the same whether you call or go online.
[CUSTOMER][NEUTRAL] OK. Is there any way you can send an email, please?
[AGENT][NEUTRAL] I can get, I can reach out to them, I can call them and get a representative and have them help you. We don't have an access to the list of providers, so we'll have to get with them.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. OK. Mm.
[AGENT][NEUTRAL] All right, so I can transfer you over before I transfer you. Did you have any other questions or anything I can help you with?
[CUSTOMER][NEUTRAL] Uh, can you give me their phone number just in case they don't answer or I can, uh, contact them later?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] All right, and I'm gonna go ahead and transfer you over now and thank you so much for calling APL Ms. [PII]. I hope you have a great day, OK?
[CUSTOMER][POSITIVE] Same to you. Thank you so much.
[AGENT][NEUTRAL] Thank you. You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK. OK, bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Questions about your privacy choices, please view our privacy policy on our website at [PII]enhanced privacy-policy.