AccountId: 011433970860
ContactId: 3b2fccb3-1b04-4bbc-8268-ff69006ff63d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145339 ms
Total Talk Time (AGENT): 71990 ms
Total Talk Time (CUSTOMER): 55635 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/3b2fccb3-1b04-4bbc-8268-ff69006ff63d_20250122T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get eligibility for a patient and also to get the fee schedule they are under.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility in that fee schedule for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It's, yes, it's going to be um policy certificate, yeah, 02482669.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's the name and date of birth is [PII] for the primary or for the patient?
[AGENT][NEUTRAL] Uh, for the patient, whoever you're seeing.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII]. Bear with me one moment, let me get this pulled up here.
[AGENT][NEUTRAL] Alright, and so this policy does participate in the Carrington PPO network. Uh, however, utilization of a provider within the Carrington network is not required.
[CUSTOMER][NEUTRAL] Carrington PPO network, not the platinum, just regular, right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then they're still active and then it's still the same thing $500 maximum and then 18,080?
[AGENT][NEUTRAL] Yes, that's correct. Um, did you need a copy of the fax back, [PII]? I can send that to you if you need it.
[CUSTOMER][NEUTRAL] Yes, yes, please can you fax it over?
[AGENT][NEUTRAL] OK, of course, yeah, what's that fax number for you?
[CUSTOMER][NEUTRAL] It's 951.
[CUSTOMER][NEUTRAL] 9405773
[AGENT][NEUTRAL] OK, I'm just gonna uh read that back, make sure I heard that correctly, uh, that was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and would I just put this to your attention?
[CUSTOMER][NEUTRAL] Uh [PII], yeah.
[AGENT][NEUTRAL] OK, all right, I will get that sent to you. Uh, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye bye.