AccountId: 011433970860
ContactId: 2d67c447-c31d-48cd-adaa-65431297a441
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242619 ms
Total Talk Time (AGENT): 73849 ms
Total Talk Time (CUSTOMER): 54739 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/2d67c447-c31d-48cd-adaa-65431297a441_20250114T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling with Creative So Cental Care. I was seeing if um you guys were in network with or if we were in network with your insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], I can check and see about network for you. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and that's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then, do you have um the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] The name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] And then the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 833-24.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show a care does have an active policy with us and her effective date is [PII].
[AGENT][NEUTRAL] And she was, she is actually with benefits and a card, which is Carrington. Do you guys accept Carrington?
[CUSTOMER][NEUTRAL] We do, but it, it depends on if it's a PPO policy or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looking at this policy, she should be able to use any provider that she wants to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I believe that.
[CUSTOMER][NEUTRAL] So to verify the, sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So to verify the insurance, would I have to call Carrington?
[AGENT][NEUTRAL] So what we'll need, mhm.
[AGENT][NEUTRAL] Um, actually, I can transfer you on over there if you would like for me to do that for you.
[CUSTOMER][NEUTRAL] Uh, yeah, if you don't mind.
[AGENT][NEUTRAL] No, I don't mind at all. It's gonna be a brief hold and I'll transfer you on over.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes ma'am, I'm transferring you now. I had to look up the number. I'm sorry, but I'm, I'm getting you over there now. It's OK bye bye.
[CUSTOMER][NEUTRAL] OK, sorry.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for calling member services.