AccountId: 011433970860
ContactId: 00ddc7d0-9553-4367-bae2-207d1e462005
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156059 ms
Total Talk Time (AGENT): 77410 ms
Total Talk Time (CUSTOMER): 58496 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/00ddc7d0-9553-4367-bae2-207d1e462005_20250415T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello um I just wanna see if we are in your network.
[AGENT][POSITIVE] OK, be glad to help you go ahead and give me uh your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] OK, my name is [PII]. I'm with North Florida Medical Clinic. The member's policy number is 02609737.
[AGENT][POSITIVE] Alrighty, Ms. [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII], and you would press 0 for the front desk.
[AGENT][NEUTRAL] All right, [PII], thank you so much for all that information. OK, now your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] Yeah, her name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Alrighty, thank you so much.
[AGENT][NEUTRAL] For all that information, [PII], looks like [PII] is the insured on this medical supplemental plan to show the original effective date is [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you're checking to see if she's in the network.
[CUSTOMER][POSITIVE] I'll be right with you.
[CUSTOMER][NEUTRAL] Yes, can you let me know that?
[AGENT][NEUTRAL] Uh, yeah, uh, yes, ma'am. Uh, she.
[AGENT][NEUTRAL] She's not in the network. We are her supplemental plan, so there is no network.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's covered, so it's definitely covered though? How do I know if it's
[CUSTOMER][NEUTRAL] Covered
[AGENT][POSITIVE] Well, she has a primary insurance carrier somewhere else because APL is just her medical supplemental plan. Now you want to get benefits about something that might be covered, I'll be glad to give you that.
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so this is just her supplemental. Alright, thank you.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. Yes, ma'am. Is that all that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, that's it.
[AGENT][POSITIVE] OK, well, thanks so much for calling APL, [PII]. Have a great day.
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][NEUTRAL] Yes, ma'am.