AccountId: 011433970860
ContactId: 00b47145-d7fd-4d40-b4fa-0392d728fbd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148660 ms
Total Talk Time (AGENT): 75119 ms
Total Talk Time (CUSTOMER): 76043 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/00b47145-d7fd-4d40-b4fa-0392d728fbd2_20250423T16:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Doctor [PII]'s office to get a breakdown of benefits for a patient, please.
[AGENT][NEUTRAL] Sure, I could check those benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, of course. Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh yeah, 084-419-07254.
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers, [PII], um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] You know what, no, but I do have, um, I here have a breakdown of benefits from your office from before, um, services rendered, let me see, um, no, that is actually OK, let me, let me try again with the EOB that we have is 084-419-07254.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's gonna be too long to be one of our policy numbers. Uh, there's not even enough spaces in the thing for me to search for it that way. Um, if you've got the EOB, does it show a claim number by chance? I could find them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The claim number you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh yeah, sure. It is 202-4127. T as in Tom, 024.
[CUSTOMER][NEUTRAL] 0000.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Again that's gonna be way too long and our claim numbers don't have letters in them um just making sure.
[CUSTOMER][NEUTRAL] Is this Carrington?
[AGENT][NEUTRAL] No, OK, that's what I was going to ask. This is American Public Life.
[CUSTOMER][POSITIVE] I'm sorry about that.
[AGENT][NEUTRAL] No, no, that's OK. You're perfectly fine. Um, I have Carrington's information, uh, if you wanted their phone number.
[CUSTOMER][POSITIVE] Oh yeah, please, please do. Thank you.
[AGENT][NEUTRAL] Absolutely yes so we do some of our plans do participate in their um network but none of that information is ours so let me get that for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Are you ready for it now?
[CUSTOMER][POSITIVE] Yeah, thanks.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you for being so nice. I appreciate it.
[AGENT][POSITIVE] All right, of course, yeah, absolutely, it happens. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye. Bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.