AccountId: 011433970860
ContactId: 0c6507be-508a-40b6-ab80-fb3c3b7737f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244039 ms
Total Talk Time (AGENT): 80100 ms
Total Talk Time (CUSTOMER): 61823 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0c6507be-508a-40b6-ab80-fb3c3b7737f7_20250210T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling just to um check to see if we're in network and just to verify whether you um what the schedule or how I would put this into our system.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02579727
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And for a breakdown of all the benefits and um network information, I can fax that over to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] The phone number
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] um [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent the um the benefit and policy information. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yes, what is the actual name of the insurance?
[AGENT][NEUTRAL] OK, it's American Public Life.
[CUSTOMER][NEUTRAL] OK, and do you use any certain type of fee schedule or network and is this like an indemnity or a PPO?
[AGENT][NEUTRAL] It's a PPO.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the breakdown of the fee schedule and benefits, I'm faxing that over to you.
[CUSTOMER][NEUTRAL] OK, but I need to know the name of it.
[AGENT][NEUTRAL] Mm. One moment.
[CUSTOMER][NEUTRAL] Is it like
[CUSTOMER][NEUTRAL] Demax or what?
[AGENT][NEUTRAL] One moment. I'm waiting for the fax to open for this particular policy. OK.
[AGENT][NEUTRAL] I'm showing under the Carrington Network.
[CUSTOMER][POSITIVE] Carrington, OK, alright, thank you so much appreciate it and the um claims address.
[AGENT][NEUTRAL] His
[CUSTOMER][NEUTRAL] Would that be to the American Public life or like the Carrington claims address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It'd be American public life.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. Thank you again for calling APL [PII], you have a great rest of your day and you should receive the fax soon.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye
[AGENT][POSITIVE] Mhm. You're welcome. Bye