AccountId: 011433970860
ContactId: c7265808-bc7e-4a9e-bf7d-2aeb52803776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113360 ms
Total Talk Time (AGENT): 42809 ms
Total Talk Time (CUSTOMER): 49912 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/c7265808-bc7e-4a9e-bf7d-2aeb52803776_20250404T15:08_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I was calling to see if you can give me the schedule of a member's plan.
[AGENT][NEUTRAL] Sure, I can assist you with that [PII]. Can I have a callback number for you and the policy number?
[CUSTOMER][NEUTRAL] Uh-huh, uh, call back number is gonna be [PII], uh, it's a direct line, so no extension, and then the policy number is going to be um 02594813.
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify the fee schedule?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] This policy is based on user and customary. This is a Carrington network, but he does not have to utilize the Carrington network provider because the policy is a PPO. Would you like for me to fax you over a breakdown of the schedule?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, but does, so does it follow the Carrington fee schedule?
[AGENT][NEUTRAL] Um, based on user and customary.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So preventative is covered at 100 and basic is covered at 80.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said, and what was the um you said it was Carrington something like.
[AGENT][NEUTRAL] The network is Carrington, but the member does not have to utilize the Carrington network provider because the policy is a PPO, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he has a PPO.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Yeah