AccountId: 011433970860
ContactId: c03ddf23-1541-4b8d-aedd-f13fc45c0763
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230490 ms
Total Talk Time (AGENT): 99160 ms
Total Talk Time (CUSTOMER): 82125 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c03ddf23-1541-4b8d-aedd-f13fc45c0763_20250603T14:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm trying to find out if our doctor, um, takes a patient's insurance.
[AGENT][NEUTRAL] OK, um, I can help you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII], that's with a [PII]
[CUSTOMER][NEUTRAL] And the contact number is gonna be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02615799.
[AGENT][NEUTRAL] Thank you, and you want to see if your doctor is in network with the policy?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK right
[CUSTOMER][NEUTRAL] Yes, uh, it's gonna be no [PII] and the last name is [PII]. Date of birth I have is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, let me see what type of policy they have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, so this particular policy is on the Carrington PPO network. However, if your provider is not a Carrington provider, the benefits are still the same. Um, did you need a copy of the fax back sent to you?
[CUSTOMER][POSITIVE] Yes, if that's possible that'd be great, and it's gonna be for 2 siblings.
[AGENT][NEUTRAL] Sure, what's a
[CUSTOMER][NEUTRAL] I'm not sure if I would need like two separate um faxes or.
[AGENT][NEUTRAL] Um, no, so let me just make sure the other siblings on the policy, but no, it will be the same for both.
[CUSTOMER][NEUTRAL] OK perfect and did uh this fax back um does it have history on there as well?
[AGENT][NEUTRAL] It doesn't, but I can check the history for you. Are you looking for [PII] as well?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, um, let me check for both. Hold on one second.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no history on file for [PII], and I'm looking for the 2nd sibling now.
[AGENT][NEUTRAL] Or [PII], neither one have his history on file.
[CUSTOMER][POSITIVE] OK perfect and you said um.
[CUSTOMER][NEUTRAL] If for any reason we are, we, our doctor's not in network with Carrington, the plan does have out of network, correct?
[AGENT][NEUTRAL] So there's no out of network benefits. If the doctors or the dentist is not a carrington provider, the benefits are still the same.
[CUSTOMER][POSITIVE] Still the same. OK, perfect, thank you.
[AGENT][NEUTRAL] You're welcome, and [PII], what's a good fax number for you?
[CUSTOMER][NEUTRAL] Uh, that's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, so I'm faxing that over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, mm, on the fax back, would I have the team address on there?
[AGENT][NEUTRAL] Yes, it has a claim's mailing address, fax and um mailing address, fax and payer ID.
[CUSTOMER][POSITIVE] Perfect, um, no, I think that was it then thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.