AccountId: 011433970860
ContactId: 018e01d4-7b36-4b48-b9a8-2fb9f0f9dc22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166429 ms
Total Talk Time (AGENT): 78989 ms
Total Talk Time (CUSTOMER): 57384 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/018e01d4-7b36-4b48-b9a8-2fb9f0f9dc22_20250605T16:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling with uh a provider and I have a question. Uh, we have a patient that has the, I believe the APL insurance and we just wanna know if uh we are a network through you all or through multi plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can verify that with you. And Miss [PII], I think I talked to you earlier today. What's that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 02625765.
[AGENT][NEUTRAL] OK, and patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, OK. The name of the patient is uh [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And OK and call back number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, yes, yes, yes. [PII].
[AGENT][NEUTRAL] OK, thank you. Um, let's see. Well, with this policy, it is open to where they can go to any provider. They can go to um multi-plan provider, but the policy pays according to the policy whether they go to a multi-plan provider or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, what does that mean? I'm sorry.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, what, what does that mean?
[AGENT][NEUTRAL] That means we don't have a network and the policy is open to where they can go to any provider. They can go to either a multi provider that participate with multi-plan or a provider that don't.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so, so about, um, the provider is, is the network with multi multiply means that they'll get paid through multi plan?
[AGENT][NEUTRAL] No, multi-plan would probably just reprice the claim if they go to a multi-plan provider, but
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] That doesn't affect their benefits they have with us. If the service is covered and a lot of benefit is paid, it's whether it's uh repriced by multiplan or not.
[CUSTOMER][NEUTRAL] Oh, OK, uh, and, and let me ask you, so then, um, APL is not a network where I can get the provider in network with you all right?
[AGENT][NEUTRAL] No, we don't have a network.
[CUSTOMER][NEUTRAL] Oh, OK. That's what I wanted to see. All righty. OK, then I'll, I'll let the doctor know.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, are you able to give me a reference number for the call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] [PII]. OK. OK. Thank you so much, [PII].
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Alright bye bye.