AccountId: 011433970860
ContactId: 1488705c-f7ce-480f-a975-b479b78a07af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95900 ms
Total Talk Time (AGENT): 21262 ms
Total Talk Time (CUSTOMER): 70238 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/1488705c-f7ce-480f-a975-b479b78a07af_20250313T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling from South County Pediatrics, and I have kind of a strange question. Um, I don't have a specific patient eligibility or claim question, um, but.
[CUSTOMER][NEUTRAL] This is just gonna sound weird. We were a private practice and we are now under a different company organization we're with Washington University here in [PII] and so we're transitioning away from our contracts with all the insurance companies from when we were private practice and we're just kind of going through our entire list and I didn't know if you guys were the type of plan that we would have something like that set up with that I need to terminate.
[CUSTOMER][NEUTRAL] Or this patient just kind of uses APL as a like supplement type plan.
[CUSTOMER][NEUTRAL] I just don't wanna leave any stone unturned if I need to terminate a contract with you guys.
[AGENT][NEUTRAL] The only reason that we will receive a claim is um if.
[AGENT][NEUTRAL] They they have a primary and the provider submits anything to us, so we don't have a contract with anyone.
[CUSTOMER][NEUTRAL] OK, that's what I wanted to double check you're just kind of like a.
[CUSTOMER][NEUTRAL] Fill in like supplementary type thing that like you just said nobody really contracts with. I just wanna make sure I and all the right stuff with all the right people and don't leave any plans out there with an active contract that needs to be terminated but OK just wanted to double check that. I appreciate you the information.
[AGENT][POSITIVE] Oh, no problem. Thank you so much for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright you as well thank you uh huh bye bye.
[AGENT][NEUTRAL] OK.