AccountId: 011433970860
ContactId: fc555a0d-ac14-459e-8d2d-73852b7acfc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274660 ms
Total Talk Time (AGENT): 140086 ms
Total Talk Time (CUSTOMER): 65117 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/fc555a0d-ac14-459e-8d2d-73852b7acfc3_20250514T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you doing, [PII]? This is [PII]. I was calling because I would like to, uh, schedule a doctor's appointment, but can you guys send me a, um,
[CUSTOMER][NEUTRAL] Uh, a list of uh physicians that I can go to within the [PII], and [PII] area.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're wanting.
[CUSTOMER][NEUTRAL] That takes the insurance?
[AGENT][NEUTRAL] You're wanting to find out how to go about locating a network provider in your area?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, so, well, I can partially help you with that, Mr. [PII]. What I'm gonna need to do first off is to pull up your policy information and verify some things with you for security and then once I see the type of plan you have, I'll be able to better direct you on that.
[CUSTOMER][NEUTRAL] OK, so the downside with that is I'm actually driving in my truck right now. Can I give you my social security number or something like that? Maybe that might help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off what's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your full social if you don't have your policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you one moment, Mr. [PII], and let me locate your information first off.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and any information, Mr. [PII] that I provide for you would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number that we should have?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you and then the last piece of information to verify is going to be your email address please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so just one moment, Mr. [PII].
[AGENT][NEUTRAL] OK, so the plan that you have with APL is not a network plan, so that means that you may select any provider to go to.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So and then one additional question for you Mr. [PII], have you created your profile yet in our portal called the online service center?
[CUSTOMER][NEUTRAL] Um, no, I, I, I have not actually, no.
[AGENT][NEUTRAL] OK, so that portal um will give you access to your policy information, your ID cards, and also claims information. So I'm going to email you the user guide that explains how to set that up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And then if you need any assistance when you know setting it up obviously please give us a call back but the email that you're gonna receive is gonna come from [PII] and I have put APL in your subject line so that that's easy to recognize and I just sent that to you so you should have that any moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK. Well, is there anything else, Mr. [PII], that I can help you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, ma'am, you've been great. I appreciate it.
[AGENT][POSITIVE] Oh, well, you're certainly very welcome. It was my pleasure. So again, thank you for calling APL and I hope you have a very nice and safe day today.
[CUSTOMER][POSITIVE] All right, thank you. You have a blessed day too.
[AGENT][POSITIVE] Thank you so much. I appreciate that.
[AGENT][NEUTRAL] Bye-bye.