AccountId: 011433970860
ContactId: 0a99ea47-81f5-45c7-a181-279d33741d1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132580 ms
Total Talk Time (AGENT): 69380 ms
Total Talk Time (CUSTOMER): 42511 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0a99ea47-81f5-45c7-a181-279d33741d1c_20250602T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I mean, I was calling. I have a patient in the office and I was trying to see if they this insurance is in network with us.
[AGENT][NEUTRAL] OK, I can get that policy pulled up and check that network um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Uh, do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 02608707.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so of course this policy is active. Effective date was [PII], and this policy, uh, does not have a set network. It pays a percentage based off of UCR and if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK, cause I, we've never had you, we've never taken this insurance before.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, yeah, it's, uh, you would just send that claim information directly to us, um, and that information would be on the fax back if you'd like me to send that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty. I will go ahead and get that sent now. Uh, I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.