AccountId: 011433970860
ContactId: 09886e44-8f0d-453d-9a64-b11d576beede
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205740 ms
Total Talk Time (AGENT): 80676 ms
Total Talk Time (CUSTOMER): 78752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/09886e44-8f0d-453d-9a64-b11d576beede_20250213T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good morning, good afternoon [PII]. Yeah, by the way, my name is [PII] calling from Theodynamics Physical Rehab, and I'd like to request your assistance to verify if um our individual and group MPI.
[CUSTOMER][NEUTRAL] Is participating with this patient plan.
[AGENT][NEUTRAL] OK, [PII], I can check that for you. Can you please give me your callback number, sir, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, my call back number is gonna be [PII] and Ta, can I have your initial with your last name please?
[AGENT][NEUTRAL] Yes, it's uh [PII]
[CUSTOMER][POSITIVE] Alright thank you so much [PII].
[AGENT][NEUTRAL] OK, and um in order to see if um we participate with you, can you please give me the patient's name first?
[CUSTOMER][NEUTRAL] Yeah, patient team OK so.
[CUSTOMER][NEUTRAL] Alright, hold on, give me one second, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah, for the date of birth, hold on.
[CUSTOMER][NEUTRAL] Um, actually, um, we don't have the date of birth of the member, but can you please try to pull up the number info using the policy certificate number?
[AGENT][NEUTRAL] Yes, what is that number?
[CUSTOMER][NEUTRAL] Yes, yeah, the policy certificate is 0259.
[CUSTOMER][NEUTRAL] 5642.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, I do show [PII] does have an active policy with us. Her effective date is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm gonna need to transfer you on over uh so that you can find out if your facility is uh in network as a provider for this insured. Let me get the number real quick um you're gonna need I'm gonna need to transfer you to multi plan let me give you that phone number just in case the call is disconnected while we're transferring.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, please, and also
[CUSTOMER][NEUTRAL] Mhm and sorry, can I have the reference number to our conversation before you transfer me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you
[AGENT][POSITIVE] Yes sir, absolutely you can use my name and today's date.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Alright, it's gonna be the number is [PII].
[CUSTOMER][NEUTRAL] And what is the number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, alright, thank you so much Tri you can transfer me now.
[AGENT][POSITIVE] You're welcome, [PII]. OK, you have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Questions about your pri