AccountId: 011433970860
ContactId: 14865639-1ca7-48d2-91a8-e852e8c8556a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130479 ms
Total Talk Time (AGENT): 35077 ms
Total Talk Time (CUSTOMER): 50140 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/14865639-1ca7-48d2-91a8-e852e8c8556a_20250527T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi um I was just uh checking to see if, um, our office was in network with this plan and uh her benefits if we are.
[AGENT][NEUTRAL] OK, do you have the member ID?
[CUSTOMER][NEUTRAL] Yep, it is, is that the policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 02624516.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's not the number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, we are in network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] And can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and phone number is [PII].
[AGENT][NEUTRAL] Um, and the network's Carrington, so I don't have a list of who's the network here, but Carrington is the network, um, I can transfer you over.
[CUSTOMER][NEUTRAL] Do you know what the um do you know what your uh the fee schedule that you use is?
[AGENT][NEUTRAL] Uh, it's based on what's reasonable and customary, so.
[AGENT][NEUTRAL] I can send you a fax back if you like of the breakdown of benefits of the codes listed that are um covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that works that's perfect.
[AGENT][NEUTRAL] OK, what's your facts?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 5281204
[AGENT][NEUTRAL] OK, I'll get that faxed over, um, just give me just a few minutes, OK?
[CUSTOMER][POSITIVE] Alright, no problem, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.