AccountId: 011433970860
ContactId: 818b655e-5b3d-4acc-ab63-9992b67a3179
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261809 ms
Total Talk Time (AGENT): 133878 ms
Total Talk Time (CUSTOMER): 90704 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/818b655e-5b3d-4acc-ab63-9992b67a3179_20250226T15:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Carrington Benefit Solutions, and I have a provider that was directed here, so I'm just trying to make sure that I get her over to the right department.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I do have a policy number, um, if you're wanting that first.
[AGENT][POSITIVE] Yeah, I'm ready.
[CUSTOMER][NEUTRAL] OK, it's 5 consecutive zeros.
[CUSTOMER][NEUTRAL] 258.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] 492 8.
[AGENT][NEUTRAL] OK, patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for verifying the policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] No problem. Um, you're ready for me to go ahead and get her over or am I able to? OK.
[AGENT][NEUTRAL] Yeah. What is the, who's?
[AGENT][NEUTRAL] Who am I, who's the caller? Did you get the name?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Her name is [PII] and if you want the provider's tax ID I can give you that too.
[AGENT][NEUTRAL] No, I don't need that. OK, you can send them over.
[CUSTOMER][NEUTRAL] OK. OK. All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How can I help you? Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Hi, how are you, [PII]? Yes, I was calling to get uh benefit information. How are you?
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good thank you and what is the
[CUSTOMER][NEUTRAL] I'm calling to get benefit information for a patient. I'm sorry.
[AGENT][NEUTRAL] OK. That's OK. That's OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, what is your uh good callback number for you?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Thank you and this is going to be for.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, let's see, RSLli.
[AGENT][NEUTRAL] It's the first name? OK. And date of birth, [PII].
[CUSTOMER][NEUTRAL] Airlines.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK. And would you like us to, uh, fax over those benefits?
[CUSTOMER][NEUTRAL] So our fax isn't working. Is there any way I can get like a verbal or email? Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you can, you can do a verbal. Let me get it pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. Uh, it looks like her policy with us has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] Um, I showed that this policy does have a $50 deductible. Um, the deductible does not apply to preventive services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, preventive expenses, uh, pay up to 100% of the allowable.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And basic expenses pay up to 80%.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and I don't know if you have any like specific questions and I can go over that with you.
[AGENT][NEUTRAL] Uh, the policy pays up to.
[CUSTOMER][NEUTRAL] Uh, let's see, no major coverage, mhm.
[AGENT][NEUTRAL] Uh, there is no major coverage. Uh, I show the policy pays up to $500 per year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got it. Alright, so that's her max is the 500.
[AGENT][NEUTRAL] Max is 500, yes.
[CUSTOMER][POSITIVE] Perfect. OK, and then can I just have the group number for the plan?
[AGENT][NEUTRAL] The group number is let me get that.
[AGENT][NEUTRAL] The group number is 70087.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it for today.
[AGENT][POSITIVE] OK, you have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.