AccountId: 011433970860
ContactId: e838c22b-57b4-494e-b96f-f154f27e8e9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41840 ms
Total Talk Time (AGENT): 21738 ms
Total Talk Time (CUSTOMER): 19565 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/e838c22b-57b4-494e-b96f-f154f27e8e9e_20250304T17:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, I don't know if I was talking to you, but, um, uh, I just wanted to know the few schedule for a benefit breakdown. Sorry, that's the only question I forgot to ask.
[AGENT][NEUTRAL] Um, we were going over, um, I think we, we did just speak because it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so this is, um, just a standard Carrington fee schedule. Um, it is on the PPO network.
[CUSTOMER][NEUTRAL] Carrington.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But whether the provider is a Carrington provider or not, the benefits are the same.
[CUSTOMER][POSITIVE] Caring
[CUSTOMER][POSITIVE] Mhm, OK, sounds good awesome all right well that is all I needed thank you so much again.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.