AccountId: 011433970860
ContactId: 14e61a64-24ef-404e-9dcf-0ad5623cfa63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164320 ms
Total Talk Time (AGENT): 65708 ms
Total Talk Time (CUSTOMER): 51357 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/14e61a64-24ef-404e-9dcf-0ad5623cfa63_20250121T16:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, um, my name's [PII]. I'm calling from Sutter Care at Home. Um, I'm just calling to see if we're in network with this patient's plan for home health.
[AGENT][NEUTRAL] Home Health, OK, and what is your callback number, [PII], if we are disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, and what is the policy number?
[CUSTOMER][NEUTRAL] Um, it's D as in David 46401459.
[AGENT][NEUTRAL] OK, that may be a different policy number than what we have. Um, one moment please, [PII].
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Thank you and what is the patient's last name?
[CUSTOMER][NEUTRAL] Uh it's [PII], it's [PII]
[AGENT][POSITIVE] Thank you. And the first name, please?
[CUSTOMER][NEUTRAL] Uh it's [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of, excuse me, date of birth.
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][NEUTRAL] OK, thank you so much and you're calling to check to see if the member has excuse me, home health benefits and if we are a network, are you in network? OK, give me one second.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The plan participates in the multi-plan network. However, um, [PII], let me just check to see if I, before I give you that information, let me just check to see if there's a benefit for home health, um, bear with me, OK? One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Um, I do apologize, [PII], the plan does not cover home health.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They don't cover home home. OK, I will note that. um, can I get like a call reference number?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] ma'am.
[AGENT][NEUTRAL] We do not use call reference numbers [PII], please use my name [PII]. My last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, that's all I needed thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] You too bye.