AccountId: 011433970860
ContactId: f0965c23-b85c-4ddd-a9a7-09ad53d40e49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143820 ms
Total Talk Time (AGENT): 54809 ms
Total Talk Time (CUSTOMER): 64929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/f0965c23-b85c-4ddd-a9a7-09ad53d40e49_20250225T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I'm calling to verify eligibility in regards to.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, let me see, uh, 255-0082.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, [PII], uh, [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Um, I think I have all that and I'm just gonna verify, um, is the max $550 deductible? OK, and then, um, I just need to check the status of a couple of claims.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Oh you said the coverage started 9-23-24?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, so I, OK, so I'll need um data service 1216 24.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Was this, uh, is it [PII] and Grant?
[CUSTOMER][NEUTRAL] The the
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like there was a little bit of a hiccup with this claim and it is currently uh in line for reprocessing.
[CUSTOMER][NEUTRAL] OK perfect and then can you just tell me what fee schedule that um this plan goes by is it as a UCR or?
[AGENT][NEUTRAL] Um, this one participates in the Carrington PPO network.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh bye bye.
[AGENT][POSITIVE] Thank you, bye bye.