AccountId: 011433970860
ContactId: 9b6372d7-d677-4dde-8f27-367658f9284d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213630 ms
Total Talk Time (AGENT): 80125 ms
Total Talk Time (CUSTOMER): 71331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/9b6372d7-d677-4dde-8f27-367658f9284d_20250313T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. Yeah, I just want to ask extra help for this policy, please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with that information. First, could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. And the best callback number will be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, that would be 02596093.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you the verification of coverage does not guarantee payment of claims.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The effective date was [PII] and the policy is still active. And do you need benefits or do you need the status of a claim?
[CUSTOMER][NEUTRAL] Actually, um, this is, I just want to know if it's PPO percentage and what will be the fee schedule.
[AGENT][NEUTRAL] OK, the fee schedule, I can fax that over to you. And um yes, it's a PTO.
[CUSTOMER][NEUTRAL] All right. Can you please fax it to me?
[AGENT][NEUTRAL] Yes, what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention done. [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, I just sent it to you. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, cause in this portal, I just need to choose. Is that under Carrington? Oh no.
[AGENT][NEUTRAL] One moment. The benefits are still coming up. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Yes, this policy does participate in the Carrington PPO network.
[CUSTOMER][NEUTRAL] Alright, thank you so much. So this is plan type is PPONP scheduled we follow carrying plan, is that correct?
[AGENT][POSITIVE] Yes, ma'am, it does.
[CUSTOMER][NEUTRAL] And can I have the electronic ID number for the last time?
[AGENT][NEUTRAL] Um, yes, it is 60801.
[CUSTOMER][POSITIVE] All right, thank you so much and can I have your name and reference number for this call, please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much, [PII], for helping me with this a little problem. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.