AccountId: 011433970860
ContactId: 0d1e9be2-d0c8-4ef4-90f0-a783499e5140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241559 ms
Total Talk Time (AGENT): 123967 ms
Total Talk Time (CUSTOMER): 71567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0d1e9be2-d0c8-4ef4-90f0-a783499e5140_20250602T19:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I just have specific questions of our patients, um, eligibility.
[AGENT][NEUTRAL] OK, yeah, I can look at the eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02607843.
[AGENT][NEUTRAL] OK, I'm sorry, would you mind repeating that policy number for me, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 02607843.
[AGENT][NEUTRAL] 43. OK, thank you. And then, uh, what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] OK, um, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, and then is this plan a PPO?
[AGENT][NEUTRAL] Yes, so this plan does participate in the Carrington, uh, network, Carrington PPO network.
[CUSTOMER][POSITIVE] OK, thank you so much. Um, is there any history in the last 6 months?
[AGENT][NEUTRAL] Uh, let me see if I've got any history for this number.
[AGENT][NEUTRAL] OK, I have no history on file for this number.
[CUSTOMER][POSITIVE] School history OK perfect thank you so much.
[CUSTOMER][NEUTRAL] And then give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, what is the group number?
[AGENT][NEUTRAL] Oh, let me get that one moment.
[AGENT][NEUTRAL] Uh, group number is 70073.
[CUSTOMER][NEUTRAL] 70073.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh, what is the group name?
[AGENT][NEUTRAL] Uh, it is Verella, um, that is V E R S T E L A.
[AGENT][NEUTRAL] And then a space A.
[AGENT][NEUTRAL] Space Terra, T E R R A Services.
[CUSTOMER][POSITIVE] OK, thank you so much. All right, and then what is the annual max for this patient?
[AGENT][NEUTRAL] That is, uh, of course I will let you know verification of coverage is not a guaranteed payment for claims. Uh, annual maximum is $500 and there is a $50 deductible that does not apply to preventative expenses.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK all right thank you so much for that information.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with? Did you?
[CUSTOMER][NEUTRAL] And then can I just get your name and reference number? Sorry about that.
[AGENT][NEUTRAL] No, you're fine. Um, so reference number would just be my first name, last initial, and today's date, uh, so my name is spelled [PII], last initial is [PII], and did you still want me to send you this fax back or did you have any other questions for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes please, yes please, I just the fax back.
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Alright, I will go ahead and send that now. I should get it within about 10 minutes or so. And was there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[CUSTOMER][NEUTRAL] No, that's it
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you so much you as well bye bye.
[AGENT][NEUTRAL] Bye bye.