AccountId: 011433970860
ContactId: e074fd0f-1737-4260-b1aa-405d507433f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272059 ms
Total Talk Time (AGENT): 126450 ms
Total Talk Time (CUSTOMER): 78661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/e074fd0f-1737-4260-b1aa-405d507433f0_20250331T21:26_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, this is [PII] from Doctor [PII]'s office. I had a question about a fee schedule for one of our patients.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. And [PII], what is a good callback number?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the patient's policy number available?
[CUSTOMER][NEUTRAL] Yeah, let's see here it is 568298476.
[AGENT][NEUTRAL] Is that a social?
[CUSTOMER][NEUTRAL] It is, is that not supposed to be her ID?
[AGENT][NEUTRAL] It is not, but I can pull it up by that.
[AGENT][NEUTRAL] What is her name?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm just getting everything pulled up. Bear with me just one second.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And what was the [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes, let me pull that here. It's [PII].
[AGENT][POSITIVE] All right, perfect. Thank you. [PII], I can provide the correct policy number if you'd like.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] Yes, ma'am. Her policy number is 615.
[AGENT][NEUTRAL] 758.
[CUSTOMER][POSITIVE] OK, great, and.
[AGENT][NEGATIVE] It's a lot shorter.
[CUSTOMER][NEUTRAL] Just wondering, um, so do you have the fee schedule that she's supposed to be under?
[AGENT][NEUTRAL] Yes, ma'am, this policy has been active since [PII], and she goes by the Carrington fee schedule option A.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a way we could get that faxed to us?
[AGENT][POSITIVE] I'm getting that pulled up right now for you. I was gonna offer that.
[CUSTOMER][POSITIVE] But thank you.
[AGENT][NEUTRAL] Now on this fee schedule, [PII], you're gonna get the calendar year max, deductibles, frequencies, limitations. It'll have our billing information and the benefit amount listed by the procedures covered is the amount that we paid toward her procedures that are covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I was fixing to tell you, oh, I do know what I was gonna tell you. I'm checking to see if she has a group name and number because that will not be listed as well. Let me check that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does not have a group name or number listed on the her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm getting that fax ready for you. Give me just one second.
[CUSTOMER][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Just taking my computer a second, bear with me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm ready for the fax number, [PII].
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] Thank you and just to verify that fax number I'm sending this to [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] [PII], that is on the way for you, and it has been a pleasure to assist you with that breakdown. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you. That is it. I appreciate it.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a lovely evening.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you that's
[CUSTOMER][POSITIVE] Thank you. Bye-bye.