AccountId: 011433970860
ContactId: 9f964754-5e5d-45e8-8805-5532bb9d38aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487179 ms
Total Talk Time (AGENT): 87241 ms
Total Talk Time (CUSTOMER): 66464 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9f964754-5e5d-45e8-8805-5532bb9d38aa_20250121T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I just need a benefits breakdown for a member.
[AGENT][NEUTRAL] I'm sure tonight I can fax over that information to you. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, um, [PII] option 2.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, it is 02543230.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And what's your fax number, please?
[CUSTOMER][NEUTRAL] Um, the [PII].
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And attention, your name?
[CUSTOMER][NEUTRAL] Um, yeah, that's fine. [PII]
[CUSTOMER][NEUTRAL] Um, are you able to give me a break, um, benefit breakdown, um, over the phone?
[AGENT][NEUTRAL] Um, yes, ma'am. I can do that. One moment, let me pull up the benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm showing that under this policy, we cover up to 500 per calendar year.
[AGENT][NEUTRAL] And there is a 55.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] Sorry, sorry to cut you off, um, I just wanna confirm it's under Carrington, right?
[AGENT][NEUTRAL] Let's see, one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm still waiting on my system and if you don't mind holding, I'm gonna place you on a brief hold.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm, no problem. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. Thank you, ma'am, for your patience. Um, yes, we would go by the Carrington um fee schedule if you are a Carrington provider.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Um, yes, ma'am. Thanks for your patience. If you are a Carrington provider, then you will go by the Carrington fee schedule.
[CUSTOMER][NEUTRAL] OK perfect um I'm actually it's starting to get busy in the office. Would you be able to actually fax me her benefits right now?
[AGENT][NEUTRAL] Um, yes, ma'am. And again, that fax number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, you've been very helpful thank you.
[AGENT][POSITIVE] OK. I thank you for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm