AccountId: 011433970860
ContactId: 3ac0e77f-d461-4397-bba4-85fae30d3525
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202240 ms
Total Talk Time (AGENT): 45227 ms
Total Talk Time (CUSTOMER): 121483 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/3ac0e77f-d461-4397-bba4-85fae30d3525_20250319T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My
[CUSTOMER][NEUTRAL] Office. Well, I already received the fax of benefits. I just had one remaining question.
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have. Where is it? Yeah, 5 consecutive zeros, 249-8731.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[CUSTOMER][POSITIVE] OK. Take your time.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you just had a question on the facts back of benefits you got?
[CUSTOMER][NEUTRAL] Yeah. So I'm quite confused because it is actually different than to the other insurance that we have. I do understand that major services are not covered, right? Only for basic and, I'm sorry, only for uh preventive and basic, I'm sorry. Yeah, preventative and basic. Um, is the doctor in or out of network and what free schedule are we going to use?
[AGENT][NEUTRAL] OK, we use Carrington uh network, so it would depend on if you're a Carrington provider.
[CUSTOMER][NEUTRAL] Oh, OK, OK. Sure, no problem. So,
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you would use whatever you signed up with Carrington's pay schedule.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, for example, I call, but you cannot check the participation if we're under Carrington, right? I need to call them, correct?
[AGENT][NEUTRAL] You would have to call them, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. No problem. And then, just to be sure, give me one second. Yeah, major services are not covered. I just have one question as well. For Pao Bike Wings and PA when they when they rendered altogether, do they downgrade to FMX?
[AGENT][NEUTRAL] We do not downgrade on anything.
[CUSTOMER][NEUTRAL] Oh, you do not downgrade on anything. OK, perfect. Uh, thank you so much, uh, [PII]. And also, um, even if the, the major services are not covered, but do you pay on preb or seat date?
[AGENT][NEUTRAL] Either.
[CUSTOMER][NEUTRAL] Either. OK. So no guidelines for that one. OK, thank you so much. Um, your name is [PII], and then the reference number, is it today's date?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And my name, yes, ma'am.
[CUSTOMER][POSITIVE] Uh, OK, perfect. Thank you so much, [PII], and please do have a lovely day ahead. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL you as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.