AccountId: 011433970860
ContactId: e0dd88a7-ec90-428a-9848-3a848566cc3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102550 ms
Total Talk Time (AGENT): 35272 ms
Total Talk Time (CUSTOMER): 40757 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e0dd88a7-ec90-428a-9848-3a848566cc3f_20250609T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was wondering if I could just get a fax back of a patient's benefits.
[AGENT][NEUTRAL] Sure, I can help you with back to back. Um, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], and [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do, it's 01603081.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that fax number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Oh yeah, if you can just confirm if we're processing in or out of network for his plan.
[AGENT][NEUTRAL] Um, let me see
[AGENT][NEUTRAL] Um, so they can see in or out of network providers, um, Carrington's the network, um, and I don't have a list of providers that are in network, um, but I can give you their number if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's OK. I know we're in network with Carrington, so if you know that, then that's good, good enough for me, I suppose.
[AGENT][NEUTRAL] OK, and anything else?
[CUSTOMER][POSITIVE] All right, perfect. Well, that's all I needed.
[AGENT][POSITIVE] OK, perfect. I will get this faxed over, just give me a few minutes, OK?
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.