AccountId: 011433970860
ContactId: 5f79a8cf-60ae-4771-bb0a-f0b211bc764d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414019 ms
Total Talk Time (AGENT): 103091 ms
Total Talk Time (CUSTOMER): 77189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/5f79a8cf-60ae-4771-bb0a-f0b211bc764d_20250609T19:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hey, I'm calling from a provider's office and um I had a question about a patient's benefits if you could help me.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure, yeah, I can assist you with benefits, and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the provider for my notation.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] So I have 026-06339.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And how may I assist you with this benefits?
[CUSTOMER][NEUTRAL] Uh, is he active?
[AGENT][NEUTRAL] Um, it is showing active at the moment, yes. The effective date is [PII].
[CUSTOMER][NEUTRAL] So I don't know anything about these benefits. I just have this is like [PII] he's a temp employee. Is there, um, do you give out any sort of breakdown?
[AGENT][NEUTRAL] Yeah, we can fax the breakdown of benefits. Do you need one?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Mhm. Sure. May I have the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Mr. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Hello, Mrs. [PII], can you hear me?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII], can you hear me?
[CUSTOMER][NEUTRAL] I can uh huh.
[AGENT][POSITIVE] OK. I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Um, is it a pretty detailed fax, or do I need to ask some questions about it? OK, um.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] And the, the only thing that is not there is the history. Other than that, everything that we pay for, the percentages and everything, the address, uh, we just send the claims and everything is there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and are we part of a network participation with this, or these just our standard fees?
[AGENT][NEUTRAL] Mhm, uh, there's no network if the provider participates with Carrington, they can use the fee schedule, but it is not required because we're not contracted.
[CUSTOMER][NEGATIVE] No network OK.
[CUSTOMER][POSITIVE] OK, OK, got you all right well that is what I needed if I have any questions I'll call back then thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] All right, you're welcome and thank you for calling APO. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.