AccountId: 011433970860
ContactId: a3db94e3-1cdf-4d82-aeaf-3b4c9e360901
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95430 ms
Total Talk Time (AGENT): 42422 ms
Total Talk Time (CUSTOMER): 39854 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a3db94e3-1cdf-4d82-aeaf-3b4c9e360901_20250310T14:50_UTC.wav
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[AGENT][NEUTRAL] Uh, APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see if the insurance I have with y'all is at PPO.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a policy number for you?
[CUSTOMER][NEUTRAL] Um, 02.
[CUSTOMER][NEUTRAL] 557828
[AGENT][NEUTRAL] And what is your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] My name is [PII]. My mailing address is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII]. And what is the email address that we may have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII] callback number is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] You're calling to verify if your policy is a PPO or HMO your policy is a PPO. However, it's the Carrington network. Yes, it's the Carrington network, but you don't have to utilize the Carrington network provider.
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] Because your policy is a PPO. No, because your policy is a PPO.
[CUSTOMER][NEUTRAL] I don't have to
[CUSTOMER][NEUTRAL] You see, I, I don't, uh-huh.
[AGENT][POSITIVE] And you can go wherever you desire to go.
[CUSTOMER][POSITIVE] Oh, OK. All right, thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] OK, thank you too.
[CUSTOMER][NEUTRAL] Let me call him back up there what you got then cause.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mm.