AccountId: 011433970860
ContactId: 0ee115e9-580a-42af-b15f-10e826bf5af2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160160 ms
Total Talk Time (AGENT): 71706 ms
Total Talk Time (CUSTOMER): 50488 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0ee115e9-580a-42af-b15f-10e826bf5af2_20250210T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi, good morning, um, I just wanted to check if, um, if we take this patient and if this patient insurance is in network with our provider, um, are you able to help me with that?
[AGENT][NEUTRAL] Yes, ma'am. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and the good number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Um, now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is let me see.
[CUSTOMER][NEUTRAL] D as in David, 43300593.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, I could pull them up by the social or either name and date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, um, his name is um [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] And spell the first name for me, please.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And is this for medical or dental?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] OK, and please verify his date of birth one more time.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I found him in our system and just let me advise you that verification of coverage does not guarantee payment of claims. And um I have his policy number here if you need that.
[CUSTOMER][POSITIVE] Oh yeah, I, I can write it down.
[AGENT][NEUTRAL] OK. Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the policy number is 024.
[AGENT][NEUTRAL] 50856.
[AGENT][NEUTRAL] And the effective date was [PII].
[AGENT][NEUTRAL] The policy is still active and I'm showing under this policy, we work with our providers, so there's no network.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, can I get a, a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. My name is [PII]. It's spelled [PII], last [PII] [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that was all. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.