AccountId: 011433970860
ContactId: f6a7e862-52ce-4362-b20a-bfbc04d065bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160440 ms
Total Talk Time (AGENT): 50975 ms
Total Talk Time (CUSTOMER): 75714 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/f6a7e862-52ce-4362-b20a-bfbc04d065bc_20250429T21:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] Hi. Uh, yes, I was calling if you could be able to help me to find a doctor.
[AGENT][NEUTRAL] OK, I can help you with that. What is your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number would be.
[CUSTOMER][NEUTRAL] It'll be 02.
[CUSTOMER][NEUTRAL] 612164
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it'll be at [PII].
[AGENT][NEUTRAL] And your name, please?
[CUSTOMER][POSITIVE] [PII]
[AGENT][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] And do you mind verifying your information for me? Um, I need your date of birth, your address, and your email address.
[CUSTOMER][NEUTRAL] Yes, uh, my, uh, date of birth will be [PII].
[CUSTOMER][NEUTRAL] And then my Gmail will be [PII].
[CUSTOMER][NEUTRAL] And address would be at [PII].
[AGENT][NEUTRAL] OK, thank you for verifying and you're calling to
[AGENT][NEUTRAL] Uh, find a doctor.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, cause I've been calling to different kind of doctors and the ones I've been calling, none of them except my uh insurance, so I think it would have been easier if I call y'all and y'all can help me out, or y'all give me the best options.
[AGENT][NEUTRAL] OK. Um, well, this policy is a gap policy, so it goes off of your major medical. So you would need to call your major medical to see who's on their network and we go by whatever they have on their network. So you would need to contact your major medical.
[CUSTOMER][NEUTRAL] And would, would you be able to give me their numbers?
[AGENT][NEUTRAL] Uh, I don't have that information. I'm sorry.
[CUSTOMER][POSITIVE] OK, that's fine. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] All right, well thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.