AccountId: 011433970860
ContactId: a76265de-d98e-4bc5-bdb3-736b4925a554
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133550 ms
Total Talk Time (AGENT): 40604 ms
Total Talk Time (CUSTOMER): 83213 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/a76265de-d98e-4bc5-bdb3-736b4925a554_20250219T14:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I was just trying to see if we're a network with this insurance.
[AGENT][NEUTRAL] OK, I can help you with that. Do you, can I get your name, please?
[CUSTOMER][NEUTRAL] Like that's not.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, [PII], no extension. Right, right.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] It's 02569704.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I said that he, he just started like.
[CUSTOMER][NEUTRAL] PCO
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Let me try them again they don't care.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you're calling to see if you're in network um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, we, um, already I got transferred 3 times already, um, she's active and everything we were just trying to see if it's in network.
[AGENT][NEUTRAL] OK, well, the network providers are handled through Carrington, so if you're in the Carrington network then you would be in network.
[CUSTOMER][NEUTRAL] around
[CUSTOMER][NEUTRAL] Mhm, OK, that's all I needed to know, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They were just asking, they just transferred me here just I'm not 100% sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, is there a reference number perhaps?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, 824-219.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][POSITIVE] OK, that's all I needed to know, thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a great day, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.