AccountId: 011433970860
ContactId: 070619c6-244d-491c-8bba-7b71aef78fea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152600 ms
Total Talk Time (AGENT): 75314 ms
Total Talk Time (CUSTOMER): 63151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/070619c6-244d-491c-8bba-7b71aef78fea_20250325T17:23_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I think I was just talking to you. This is [PII], um, so I have a couple other uh other questions after I hung up. I need to know if we are in network with you, and I don't know how to do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yes, um, and I'm so sorry, [PII], I'm gonna have to go through all of that information again, um, if I could get a callback number from you please.
[CUSTOMER][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then uh that policy number, please.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] 02331430
[AGENT][NEUTRAL] OK, thank you and then uh the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK awesome thank you. OK, so yes, as this is uh their secondary medical it's very dependent on uh whoever she has as primary so it's not associated with any sort of network as long as her primary is willing to pay this policy can if her primary does not this policy can't so it can't be used instead of the primary.
[AGENT][NEUTRAL] So with that, no um it it would just go right off of them no authorization is required, uh, nothing like that.
[CUSTOMER][NEUTRAL] All right, so it right, so that answers some questions. So if patients come to us for infertility treatment and she has an IVF and the main policy will not cover that, you will not either.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is correct, yes, they have to be able to uh contribute, um, otherwise this policy can't pay anything. We have to have that explanation of benefits from her primary in order for uh claims to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, so that answers some questions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] I'm going to say no, but I could call back a third time. You never know.
[AGENT][NEUTRAL] No worries, that's fine. I mean there's a lot to these, so I don't blame you at all.
[CUSTOMER][NEUTRAL] Well, we've just never um seen this one before and so.
[AGENT][NEUTRAL] It is a bit different, yeah.
[CUSTOMER][POSITIVE] Yeah, OK, alright, well thank you for your help.
[AGENT][POSITIVE] All right yeah you're very welcome have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.