AccountId: 011433970860
ContactId: 29826f17-c686-4b21-9dd9-32a53668467f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103709 ms
Total Talk Time (AGENT): 47319 ms
Total Talk Time (CUSTOMER): 35417 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/29826f17-c686-4b21-9dd9-32a53668467f_20250404T13:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I was just calling to find out if my provider was in network with this insurance.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with your benefits. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII].
[CUSTOMER][NEUTRAL] And the best callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now could I get your policy number, please?
[CUSTOMER][NEUTRAL] Yup. It's 025.
[CUSTOMER][NEUTRAL] 796997.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Weston Place. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active. And under this policy, there's no network. We work with all providers. We do um participate in the Carrington network, but um it's not required.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Alrighty, perfect. Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You. Bye-bye.