AccountId: 011433970860
ContactId: 76b99729-a10c-4308-9066-30c344503886
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172339 ms
Total Talk Time (AGENT): 85901 ms
Total Talk Time (CUSTOMER): 66038 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/76b99729-a10c-4308-9066-30c344503886_20250221T20:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to um get a ver
[CUSTOMER][POSITIVE] Get eligibility and benefits for one of my patients.
[AGENT][NEUTRAL] Sure, I can check eligibility and benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02588837
[AGENT][NEUTRAL] Thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yes, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, you're fine. I'm just gonna get I was just gonna get that fax number from you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was 70 excuse me, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, alrighty I will get that sent to you. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] Yes ma'am, um, is this a what type of plan is it? is it like a PPO plan or what what type of plan is this?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, so this one actually uh participates in the Carrington PPO network.
[CUSTOMER][POSITIVE] OK, perfect, OK.
[CUSTOMER][NEUTRAL] Alright, that's all I was, um, it does and does the fact show history on there?
[AGENT][NEUTRAL] Uh, no, um, but I can see if I've got any history. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is a bit new. Uh, no, I don't have any history on file for this patient yet.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][POSITIVE] Perfect. All right, and what was your name again?
[AGENT][NEUTRAL] [PII] and essentially if you're looking for a specific procedure on this fax back and you don't see it listed, that just means it's not going to be covered.
[CUSTOMER][NEUTRAL] OK perfect and then can I just get a reference number for this call?
[AGENT][NEUTRAL] Yeah, a reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK, and then today's date. OK, perfect, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.