AccountId: 011433970860
ContactId: f1598b96-f088-44a0-9e34-edeebc07c1e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126199 ms
Total Talk Time (AGENT): 63568 ms
Total Talk Time (CUSTOMER): 59751 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f1598b96-f088-44a0-9e34-edeebc07c1e9_20250623T14:24_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah, yeah, like and just like, yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] with aesthetic enhancement, and I'm calling on eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, yeah, I can check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 026.
[CUSTOMER][NEUTRAL] 37129.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. 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] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that would be helpful thank you. It is [PII]. Alright.
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Alright, I will go ahead and send that now. Should, uh, get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um, I was checking to see if he was like eligible in a network. I didn't know if that would say on the fax back or.
[AGENT][NEUTRAL] Oh absolutely. OK, so this policy uh does participate in the Carrington PPO network. however, utilization of a provider within that network is not required. Uh, we would honor those claims regardless.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh OK perfect thank you so much.
[AGENT][POSITIVE] You are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.