AccountId: 011433970860
ContactId: 06576576-ef83-41de-829b-27aca213fb29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153440 ms
Total Talk Time (AGENT): 55034 ms
Total Talk Time (CUSTOMER): 54249 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/06576576-ef83-41de-829b-27aca213fb29_20250514T13:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] last initial [PII] I'm with First Health of the Carolinas. Um, I was calling to see if you're in network or out of network with First Health of the Carolinas.
[AGENT][NEUTRAL] OK, I can help you with that. What is your policy number?
[CUSTOMER][NEUTRAL] Um, U as in umbrella 82240619.
[AGENT][NEUTRAL] OK, that's not one of our, our policy numbers um.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Make sure I'm on the right person because I was working on somebody else.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um last name is [PII]
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The policy number is 02387832.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And while I'm pulling that up, can I get a good callback number just in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can I get um
[AGENT][NEUTRAL] The date of birth on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and you're calling to see if we're in network um.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Where
[AGENT][NEUTRAL] This is through the the multi plan network.
[AGENT][NEUTRAL] So you would, you would really need to contact multiplan to see if you're on the network.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, what do you have that phone number?
[AGENT][NEUTRAL] I sure do. uh, let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][NEUTRAL] OK, alright. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][POSITIVE] Alright, well thank you for calling APM you have a great day.
[CUSTOMER][NEUTRAL] You too goodbye.
[AGENT][NEUTRAL] Mhm