AccountId: 011433970860
ContactId: 76b90dc5-86c2-4a8a-a74c-38aa4d95b8ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157250 ms
Total Talk Time (AGENT): 72676 ms
Total Talk Time (CUSTOMER): 59768 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/76b90dc5-86c2-4a8a-a74c-38aa4d95b8ea_20250523T13:09_UTC.wav
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[CUSTOMER][NEUTRAL] that
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was needing to get a fax or a verification of insurance for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and then our phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02555799.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's, I think it's [PII], I don't know how to say it. It's either [PII] or [PII].
[AGENT][NEUTRAL] OK, and then the date of birth.
[CUSTOMER][NEUTRAL] Her date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And were you needing like a fax, a fax back faxed over to you or what did you mean by verification?
[CUSTOMER][NEUTRAL] Yeah, I just need a fax.
[AGENT][NEUTRAL] Oh, sure. OK, what's a good fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's fine, and then.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you were gonna ask me something?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, um, my main question is just making sure that they have out of network providers.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Or they can see an out of network.
[AGENT][NEUTRAL] Yes, they, so they are on the Carrington PPO network, but the benefits are the same whether it's a Carrington provider or not. If you all are not a Carrington provider, they just won't get that additional percentage off the balance, but the benefits are the same.
[CUSTOMER][POSITIVE] OK, perfect. I just definitely needed to know that part, but yeah, I also do need the, the facts as well.
[AGENT][NEUTRAL] OK, so I'm faxing this over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am. That's the only thing.
[AGENT][POSITIVE] Alrighty well thank you so much for calling [PII]. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh