AccountId: 011433970860
ContactId: 5e5eeeb3-0dcd-4bbf-a104-b13dde57c0b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153220 ms
Total Talk Time (AGENT): 84598 ms
Total Talk Time (CUSTOMER): 54516 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/5e5eeeb3-0dcd-4bbf-a104-b13dde57c0b9_20250109T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling to verify a policy.
[AGENT][NEUTRAL] OK, well, I can help you with the verification. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] it's [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] I've got 02539170.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and let's see, his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And now when you say verify, what do you mean like just the effective date or you want to go over the fax back?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah, are you able to do a fax back?
[AGENT][NEUTRAL] Both
[AGENT][NEUTRAL] Oh, yes, I can fax you over a copy of the fax back. Um, so this policy has been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on the fax back, you'll see the calendar year max, deductible, all the percentages, frequencies, if there's any exclusions, all three ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and another quick question, um, billing address, is it [PII] or is it [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII], but that will be on there too, but um you can discard the [PII], that's our old claims mailing address.
[CUSTOMER][NEUTRAL] Oh, so that's no longer OK and then you use the Carrington fee schedule?
[AGENT][NEUTRAL] Yes, ma'am, for this policy. Well, they're on the Carrington PPO network, but the benefits are the same.
[CUSTOMER][POSITIVE] OK perfect OK yep.
[AGENT][NEUTRAL] And what's a good fax number for you?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 6224.
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][NEUTRAL] Uh, nope, I'll get it.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right, and I am sending that to you right now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that is all.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL Jackie. I hope you have a great day and happy New Year.
[CUSTOMER][POSITIVE] Same to you thank you bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.