AccountId: 011433970860
ContactId: 97394430-b121-454a-8c5e-952c3f7e634c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196600 ms
Total Talk Time (AGENT): 64473 ms
Total Talk Time (CUSTOMER): 87877 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/97394430-b121-454a-8c5e-952c3f7e634c_20250310T19:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII] and I need to get information on a patient's policy.
[AGENT][NEUTRAL] OK, I can help you with the member's policy information in terms of like benefits or eligibility.
[CUSTOMER][NEUTRAL] Um, most of which schedule he's using because I on your portal I see that he's active. I just needed to know which schedule you guys are using for him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have the member's policy number and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, the contact number is gonna be [PII].
[CUSTOMER][NEUTRAL] 6584874
[CUSTOMER][NEUTRAL] Uh, I have his number is 460.
[CUSTOMER][NEUTRAL] 53617
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So that's not an APO policy number. Do you have the members social?
[CUSTOMER][NEUTRAL] Hold on, if I go back out of the portal and put him back in.
[CUSTOMER][POSITIVE] I can pull it up.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] That policy number that pulls up with that number I just gave you is 000002338800.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said you wanted to see what um type of or schedule he was on?
[CUSTOMER][NEUTRAL] Which, which, yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Um, this is on the Carrington PPO network.
[CUSTOMER][NEUTRAL] Which one the keratin series PPO?
[AGENT][NEUTRAL] Um, this just says Carrington PPO. It doesn't give a on the fax back it doesn't have a.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not sure. It doesn't have a specification of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah, if it was the platinum, they would have told you platinum.
[CUSTOMER][NEUTRAL] OK, because I do see one that's uh current in series PPO. OK, that's all I needed to know.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling AP oh, I'm sorry.
[CUSTOMER][NEUTRAL] And this is more like a
[CUSTOMER][NEUTRAL] You're right, this is more like a uh.
[CUSTOMER][NEUTRAL] Co-pay plan, right, yeah.
[AGENT][NEUTRAL] Um, yeah, kind of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK, that's all I need to know, thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.