AccountId: 011433970860
ContactId: 8e31be43-bdc4-46c7-8170-eac3e2c13f7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267480 ms
Total Talk Time (AGENT): 142880 ms
Total Talk Time (CUSTOMER): 57550 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/8e31be43-bdc4-46c7-8170-eac3e2c13f7d_20250320T16:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm needing a benefit breakdown for um 2 patients please, same policy.
[AGENT][POSITIVE] All right, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the uh callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patients?
[CUSTOMER][NEUTRAL] Uh, it is 02587044.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first one is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And go ahead and give me the 2nd 1 so I can.
[CUSTOMER][NEUTRAL] Um, and then the other one is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you. And I can help you with that eligibility and breakdown for [PII] and [PII].
[AGENT][NEUTRAL] Their policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] I do have a breakdown I can fax for to you that has the calendar, your max deductibles, frequencies, limitations, billing information.
[AGENT][NEUTRAL] Um, and procedures listed that are covered.
[CUSTOMER][POSITIVE] Uh, that would be great.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you want both of their names on one fax or do you need those separately? It's the same benefits.
[CUSTOMER][NEUTRAL] Um, the same on the same one that'll be fine.
[AGENT][NEUTRAL] OK. And I will tell you this policy is a limited medical, um, dental benefit policy.
[AGENT][NEGATIVE] It does not cover any major procedures.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And let me get that. I'm getting that ready for you.
[AGENT][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Um, on the fax back, the group name and number is not listed, and I can certainly provide that if you need it.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Let me get that pulled up and I can provide that.
[AGENT][NEUTRAL] Group number is 70058.
[AGENT][NEUTRAL] And the group name is Morales, M O R A L E S.
[AGENT][NEUTRAL] Enterprises Incorporated.
[CUSTOMER][NEUTRAL] OK, um, and.
[CUSTOMER][NEUTRAL] Well, I have you on the phone too. Would you be able to tell me if um the policy is in network or not?
[AGENT][NEUTRAL] So the policy does participate in the Carrington PPO network, but network participation is not required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And neither [PII] nor [PII] have any history.
[AGENT][NEUTRAL] And just, just about got that breakdown ready.
[AGENT][NEUTRAL] To get the phone number and get that on over for you.
[AGENT][NEUTRAL] And what's that fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] I'm sorry, let me start over [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I am sending this to [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] [PII], that breakdown is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, just your name again, please.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] If you need a reference number, it would, it would be my name in today's date.
[CUSTOMER][NEUTRAL] OK, that is all I need.
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] And thank you for calling APL Autumn. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.