AccountId: 011433970860
ContactId: ef6d0290-4371-4493-bf4e-774eab99c45c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160720 ms
Total Talk Time (AGENT): 58141 ms
Total Talk Time (CUSTOMER): 56533 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ef6d0290-4371-4493-bf4e-774eab99c45c_20250602T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] calling from a provider's office. I'm calling because I did get the fax back I just requested, um, and entered all the information. Unfortunately I'm not getting the fee schedule that's being used. Can I give you the member's ID?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 02624568
[AGENT][NEUTRAL] OK, and we're just needing to confirm the fee schedule?
[CUSTOMER][NEUTRAL] Yes, the fee schedule used for American Public Life.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it um, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure can [PII] no extension.
[AGENT][NEUTRAL] Thank you and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Alright, so for this policy it does participate in the Carrington uh PPO network. Uh, utilization of a provider within [PII] is not required, but that is the fee schedule.
[CUSTOMER][NEUTRAL] OK, do you know, um,
[CUSTOMER][NEUTRAL] I'm not seeing [PII]. Would it be Care PLA?
[AGENT][NEUTRAL] Um it should be [PII], um and that's uh [PII]
[CUSTOMER][NEUTRAL] I'm not seeing it in our system.
[CUSTOMER][NEUTRAL] Are we in network for this plan?
[AGENT][NEUTRAL] Um, I can't see that. Um, if you'd like, I can give you Carrington's information and transfer you to them.
[CUSTOMER][NEUTRAL] If you don't mind.
[AGENT][NEUTRAL] Sure, give me just a moment.
[CUSTOMER][NEGATIVE] I can't even see [PII] in our system.
[AGENT][NEUTRAL] OK, let me know when you're ready for that phone number.
[CUSTOMER][NEUTRAL] I see [PII]
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And are you ready for me to transfer you?
[CUSTOMER][NEUTRAL] OK, and I'll just.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK, just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Carrington. If you.