AccountId: 011433970860
ContactId: db816cd7-170c-4f27-9311-9c1e9e8b4a37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209009 ms
Total Talk Time (AGENT): 62817 ms
Total Talk Time (CUSTOMER): 106838 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/db816cd7-170c-4f27-9311-9c1e9e8b4a37_20250425T13:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you spell your first name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] OK, thank you [PII] and how can I help you today?
[CUSTOMER][NEUTRAL] I'm calling to verify um the provider's participation on a plan.
[AGENT][NEUTRAL] You're calling to verify the providers?
[CUSTOMER][NEUTRAL] Participation?
[AGENT][NEUTRAL] OK, uh, with the provider network if there be one?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It's 026-099-00.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Flavor.
[CUSTOMER][NEUTRAL] Um, the first patient will be [PII], and her date of birth is [PII], and I'm sorry, the last name is [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And the other patients for this family or a different policy number?
[CUSTOMER][NEUTRAL] Um, it would be the same family.
[AGENT][NEUTRAL] And go ahead and verify the other patients' names and date of birth.
[CUSTOMER][NEUTRAL] It will be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The next patient will be [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the next one will be [PII].
[CUSTOMER][NEUTRAL] And his date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] So let's see the provider network.
[AGENT][NEUTRAL] Of contracted providers for this policy is Carrington PPO.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me one second, um, so then would our participation be?
[CUSTOMER][NEUTRAL] Based off the Carrington free schedule.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Mhm. That is correct.
[CUSTOMER][NEUTRAL] So if we're in network, if we are in network with Carrington, then we will be um using our Carrington piece.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then how can I verify um the participation?
[AGENT][NEUTRAL] As far as the benefits or the participation with the provider network, you will need to contact the provider network and I have that phone number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] For the provider.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that will be under.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Uh, no, that will be all.
[AGENT][POSITIVE] Alright, thanks for calling APL [PII] have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.