AccountId: 011433970860
ContactId: 5e3be9a4-7f35-43a9-ae2c-06f6372d247d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320000 ms
Total Talk Time (AGENT): 90808 ms
Total Talk Time (CUSTOMER): 109451 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/5e3be9a4-7f35-43a9-ae2c-06f6372d247d_20250128T21:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], I'm a representative from um from Carrington. My name is [PII]. I have a member on the line, um.
[CUSTOMER][NEUTRAL] I have his policy number, member ID which one do you need?
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] You say you want the policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, it's gonna be um 5 consecutive zeros, followed by 258-733-0.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm, I'm sorry, I can't hear you at all. Could you repeat that one more time?
[AGENT][NEUTRAL] Patient's name
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] Um, yeah, his name is, is [PII]. Date of birth is [PII]. I have him on hold currently. He's just wanting to know what his benefits consist of.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] OK, I'm gonna send him through, OK?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How are you?
[CUSTOMER][POSITIVE] I'm doing well, ma'am. How about you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello? Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Yes, I can do it all.
[AGENT][NEUTRAL] Yes, OK, I can hear you. I understand you were calling for benefit information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, according to information.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment. Now, I do show with your policy you have a $500 calendar year maximum and a $50 deductible.
[AGENT][NEUTRAL] Preventative is covered at 100%, basic is covered at 80, and
[AGENT][NEUTRAL] Major services are not covered.
[CUSTOMER][POSITIVE] Excuse me, ma'am. I'm sorry. I, I hear you very fast.
[AGENT][NEUTRAL] OK, I'm sorry. I don't.
[AGENT][NEUTRAL] I have my mic turned up all the way.
[AGENT][NEUTRAL] Um, I would say your calendar year maximum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] It's $500. Your deductible is $50 per year.
[CUSTOMER][NEUTRAL] Do I know?
[CUSTOMER][NEUTRAL] $60 OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Your benefit maximum is $500 and your deductible is $50.
[CUSTOMER][NEUTRAL] OK. So, mhm.
[CUSTOMER][POSITIVE] Uh, I'm good.
[CUSTOMER][NEUTRAL] OK, 666,660, right?
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] 0, 50, 50, OK. 550. OK, got you. OK.
[CUSTOMER][NEUTRAL] So about the 500, I just, I just have to pay 50 right when I got the uh the appointment.
[AGENT][NEUTRAL] I mean that depends on what they're doing. If it's just a regular routine cleaning and exam, it's covered at 100%. But if they do anything under the basic, you would be responsible.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah, that's all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's for cleaning, yeah, cleaning, yeah, for cleaning.
[AGENT][POSITIVE] OK. Well, that will be covered at 100%. You shouldn't have to pay anything.
[CUSTOMER][NEUTRAL] So I don't have to pay anything just only $50 just only $60 right?
[AGENT][NEUTRAL] That's if they do anything outside of
[AGENT][NEUTRAL] Um, the preventative.
[AGENT][NEUTRAL] Yes, $50.
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] OK, oh wow.
[CUSTOMER][NEUTRAL] So it is the same, it is the same insurance for, for vision or time.
[AGENT][NEUTRAL] No, we don't
[CUSTOMER][NEUTRAL] It can include vision also?
[AGENT][NEUTRAL] Uh, I'm not sure who your vision benefits are. You'll need to contact your human resources department for that.
[CUSTOMER][NEUTRAL] Which department I have to contact?
[AGENT][NEUTRAL] You, who do you work for?
[CUSTOMER][NEUTRAL] Uh, ATC. Oh, I have to call ATC. OK, got you. OK, OK, thank you. I have to call them.
[AGENT][NEUTRAL] OK. Is there anything else
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Only that one. Thank you so much, ma'am for your time.
[AGENT][POSITIVE] Thanks for calling ATL
[CUSTOMER][NEUTRAL] You too bye bye.