AccountId: 011433970860
ContactId: 6f111381-e025-4f92-9bc5-acbd7a9070e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218070 ms
Total Talk Time (AGENT): 106484 ms
Total Talk Time (CUSTOMER): 65452 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/6f111381-e025-4f92-9bc5-acbd7a9070e5_20250128T15:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am just needing to see if I can get a breakdown of benefits for a patient please.
[AGENT][POSITIVE] Oh sure, I'll be more than happy to get the fax back to you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And, may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02300258.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And did you need the fax back sent over to you or you have particular questions in reference to it?
[CUSTOMER][NEUTRAL] Um, if I can get a fax back and then I do just have a couple questions.
[AGENT][NEUTRAL] OK, and what's a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, that's fine, it'll go straight to me, so.
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, hold on one moment. And then um what questions did you have in reference to the fax bag?
[CUSTOMER][NEUTRAL] Have any of the benefits been used?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] For this year or just in general for last year or for this year?
[CUSTOMER][NEUTRAL] For this year.
[AGENT][NEUTRAL] OK, cause there's 2 hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm an LP
[AGENT][NEUTRAL] And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So for this year, um,
[AGENT][NEUTRAL] He has not used any of the 1500 max or met the $50 deductible.
[CUSTOMER][NEUTRAL] OK, um, and then is it a calendar year plan?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect um and then are we in network? I know last time when I called we were not so I assume no but.
[AGENT][NEUTRAL] Well, this policy isn't on a network. Um, usually we, we, well, we're on Carrington, but it doesn't have like a PPO. This one doesn't.
[CUSTOMER][NEUTRAL] OK, so do we typically use our cash fees or Carrington fees?
[AGENT][NEUTRAL] So this
[AGENT][NEUTRAL] It's still Carrington, it's just not on a particular network, so, um, I would say Carrington because it's a standard Carrington schedule. It goes off of UCR and percentage.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect. OK, um, that should be all I need then.
[AGENT][NEUTRAL] Alright, and I am putting in the fax number now to send this fax to you and I just hit send, so you should be receiving that in a few moments, um, and then
[CUSTOMER][POSITIVE] Awesome do you have a reference number by chance?
[AGENT][NEUTRAL] Also, there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, but that is all thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.