AccountId: 011433970860
ContactId: 21b1e2a8-cfb4-4556-8aa6-96c39ea1e0a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245429 ms
Total Talk Time (AGENT): 44577 ms
Total Talk Time (CUSTOMER): 48728 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/21b1e2a8-cfb4-4556-8aa6-96c39ea1e0a8_20250207T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from, um, Comprehensive Eye care and surgery or I might be listed under Jones Eye Care and Surgery. I just wanna make sure that we're in network with, um, you all on with this particular patient.
[AGENT][NEUTRAL] Um, I think you got the wrong department. Let me get you over to the right department. Hold on one moment.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Yes, you said Jones Eye Care?
[CUSTOMER][NEUTRAL] Uh huh. June's eye care and surgery.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] in um billing. How are you?
[CUSTOMER][POSITIVE] I'm doing well, [PII] thank you how are you?
[AGENT][NEUTRAL] Oh OK. I have a call. They're trying to verify if we're in network for them and I don't do that, so I'm not sure if you guys would.
[CUSTOMER][NEUTRAL] Sure it's a provider calling Amber?
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Yes, ma'am. It's uh, she said she believes it's, well, Jones Eye Care and Surgery.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get her to you. Hold on a second.
[CUSTOMER][NEUTRAL] And um do you have a policy number you didn't get anywhere with that, is that right?
[AGENT][NEUTRAL] No, ma'am, I didn't. I apologize.
[CUSTOMER][NEUTRAL] That's fine. No, no, no, that's fine. I just wanted to make sure I wasn't repeating myself, that's all.
[AGENT][NEUTRAL] Oh, OK, yes, ma'am. Hold on one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I apologize for the hold. I've got the claims department on the line for you so they can verify.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, thank you so much OK.
[AGENT][NEUTRAL] One moment. Yes, ma'am.