AccountId: 011433970860
ContactId: 0086d1c9-aa85-4709-8867-3d606bb08638
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194059 ms
Total Talk Time (AGENT): 81462 ms
Total Talk Time (CUSTOMER): 60226 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0086d1c9-aa85-4709-8867-3d606bb08638_20250424T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm just seeing if you guys are in network with us for one of my patients.
[AGENT][NEUTRAL] OK, I can check that policies not work for you. uh, what was your name?
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] Hey [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yep, 02588606.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. The effective date was [PII] and so this policy, uh, participates in the Carrington PPO network.
[CUSTOMER][NEUTRAL] Yeah, they sent me um back to you guys.
[AGENT][NEUTRAL] Who did? I'm sorry.
[CUSTOMER][NEGATIVE] To get the if you're in network, yeah, I just called Carrington the [PII] number and they put me on hold and then sent me to you guys.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] What was the number you called I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's not the number I have for Carrington, um, but they would be the ones to provide, um, who is in network so I can give you the number that I've got and then I can transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] Yeah, can I request a fax back from you though?
[AGENT][POSITIVE] Oh, absolutely. um, what was that fax number for you?
[CUSTOMER][NEUTRAL] Or does that have to go through the.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] OK awesome I'll send that just as soon as we're finished with our call. You should get it within about 10 minutes or so um and then did you want me to give you that phone number for Carrington?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect and then you said you could just transfer me there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Absolutely, yes, I'll just put you on a brief hold while I get them on the line. Um, was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling Car