AccountId: 011433970860
ContactId: 273ce39c-95ba-431b-a603-1afeb5254337
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164419 ms
Total Talk Time (AGENT): 59789 ms
Total Talk Time (CUSTOMER): 58531 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/273ce39c-95ba-431b-a603-1afeb5254337_20250219T14:09_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just wondering um if I could see if we're in network and if this patient is active.
[AGENT][NEUTRAL] So I can assist you with the network, but well, maybe I can see what type of policy it is. Can I have your name and a call back number and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII], and then the, sorry you said phone number and what was it?
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 02569704.
[AGENT][NEUTRAL] And your phone number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] [PII], could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, her date of birth is [PII]. 1st name.
[CUSTOMER][NEUTRAL] Then you
[AGENT][NEUTRAL] Did you not have a last name?
[CUSTOMER][NEUTRAL] I'm looking at it right now, give me just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], this policy has been active since.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] [PII] and it's currently active. I can't verify if you're in network. However, this is the Carrington network, but the member does not have to utilize the Carrington network provider because the policy is a PPO, but I can transfer you to Carringtons for you to verify if you are in network. Would you like for me to do that for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Let me give you their number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Do you need the insurance?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's [PII]. That's [PII]. Hold one moment, [PII].
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling member services Pa assisten espanol oprima.