AccountId: 011433970860
ContactId: e3fca72e-cd63-42c3-b4d3-888a3d1d5155
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123120 ms
Total Talk Time (AGENT): 54838 ms
Total Talk Time (CUSTOMER): 44108 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/e3fca72e-cd63-42c3-b4d3-888a3d1d5155_20250313T21:08_UTC.wav
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[CUSTOMER][NEUTRAL] I do what I do.
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII].
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] Yeah, I'm fine. I just need the extra help for this patient, please.
[AGENT][NEUTRAL] Sure, what can I help you with?
[CUSTOMER][NEUTRAL] Yeah, I just want to know what will be the fee schedule for this one.
[AGENT][NEUTRAL] Sure, I can take a look at that fee schedule. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. That will be [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that will be 02596093.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. OK, so this policy is active. Effective date was [PII]. OK, and so this policy participates in the Carrington PPO network and if you'd like I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, what's that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct. Perfect. Thank you so much for assisting me today.
[AGENT][POSITIVE] Alrighty, of course. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] That's it. Perfect. Have a great day.
[AGENT][POSITIVE] Alright, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.