AccountId: 011433970860
ContactId: 1070b3ba-2d1d-4bc3-b05b-36ceac1d94ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290339 ms
Total Talk Time (AGENT): 148291 ms
Total Talk Time (CUSTOMER): 102722 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/1070b3ba-2d1d-4bc3-b05b-36ceac1d94ca_20250521T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I was wondering if you could help me uh with a patient, uh, benefits. Uh, so they gave me this card, um, and I was wondering if you could tell me like if we're a network and if there's out of network or all the normal great stuff, you know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, I can help you with that. Um, can I get a good call back in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Sure, it's so the callback is gonna be [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It's 02619134.
[AGENT][NEUTRAL] Alright, let me look that up for you.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, [PII] is her first name. [PII] is last [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, it looks like this policy is active with an effective date of [PII]. Are you wanting a, a fax back for their benefits?
[CUSTOMER][POSITIVE] Uh, yeah, yeah. If that, if, um, if you can do that, yeah, that would be great.
[AGENT][NEUTRAL] And so and I know you're talking about benefits too about in network out of network, um, so we don't really have networks, uh, but if you are in the Carrington provider network, um.
[AGENT][MIXED] That's helpful to the, the insured, um, but we really don't do in and out of network.
[AGENT][NEUTRAL] So if you all file the claim or if you don't take them, then the insured can still file the claim and will still um honor what they have on their account as long as it's what they have um.
[CUSTOMER][POSITIVE] Got you, got you.
[AGENT][NEUTRAL] On their policy, uh, we will honor that whether it's in or out of network.
[CUSTOMER][NEUTRAL] Got you, got you, OK, so we just use our office fees because we're not in contract with Carrington.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right, and then Carrington really is only if they want an extra discount in there so um let me find the facts back for you real quick.
[CUSTOMER][NEUTRAL] And on the fax back will everything be there like waiting period stuff like that?
[AGENT][POSITIVE] Yes, and for this, for this one there is no waiting period and it goes by percent of allowable.
[AGENT][NEUTRAL] Um, this is basic, so no major, um, surgeries or anything like that. Um, but preventative, uh, FMX basic Expensive, basic restorative is on here. And it does have on the, on the second page, all of the codes and uh what we
[AGENT][NEUTRAL] Um, what we will cover, but it's nothing, um, major.
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] OK. Can I get a good um fax number for you?
[CUSTOMER][NEUTRAL] Yeah, absolutely. So my fax is gonna be [PII]. I'm so sorry, that's my phone number.
[CUSTOMER][NEGATIVE] Let me jeez.
[AGENT][POSITIVE] All good.
[CUSTOMER][NEUTRAL] So it's the same like first six numbers are the same, the last [PII] is the fact.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so to repeat it.
[CUSTOMER][NEUTRAL] It's been a day today.
[AGENT][NEUTRAL] I hear you it's OK.
[CUSTOMER][NEUTRAL] OK, so it's [PII], yes, so [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]. Sorry.
[AGENT][NEUTRAL] That could have been my time. OK.
[AGENT][NEUTRAL] OK, no you're OK. I think I wrote down 9, so [PII]. Give it about 10 to 30 minutes. I'll send it right after this call, um, give it, give it about 10 to 30 minutes if you still don't hear anything back. I was gonna say by lunchtime, but we're already there. um, if you don't hear from us soon, go ahead and give us a call back and see if uh if you still don't get it, but I'll send that out right after this call.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect. I appreciate it.
[CUSTOMER][POSITIVE] No ma'am, you've been more than helpful.
[AGENT][POSITIVE] Alright, thank you for calling ATL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] bye.
[CUSTOMER][NEUTRAL] Alright bye bye.