AccountId: 011433970860
ContactId: 16e7f0a3-0a2c-48f7-919b-54805e27744d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246059 ms
Total Talk Time (AGENT): 87520 ms
Total Talk Time (CUSTOMER): 96779 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/16e7f0a3-0a2c-48f7-919b-54805e27744d_20250214T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Um, my name is [PII]. Um, do you need my ID number?
[AGENT][NEUTRAL] Uh yes sir, but first, can I get your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 63
[CUSTOMER][NEUTRAL] One drink.
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[AGENT][NEUTRAL] OK, and what was your first name please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] [PII], OK, thank you and.
[CUSTOMER][NEUTRAL] I have my name.
[AGENT][NEUTRAL] Yes sir, I've got your name. Um, can you, that's OK. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Oh, OK, sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then what is.
[AGENT][NEUTRAL] Your address, phone number, and email address that we have on the policy for you, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, I appreciate you verifying your policy for me. How can I help you today?
[CUSTOMER][POSITIVE] Yes, thank you for taking my call and I'm sorry, your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] So, um, I went to see the gastroenterologist today, uh, Doctor, uh, so here, uh, ready.
[CUSTOMER][NEUTRAL] And he said that he needs to schedule a um EGD, uh, esophageal gastric, um, uh, terinoscopy, um, like in the next two weeks.
[CUSTOMER][NEUTRAL] But my question is, so it's scheduled for [PII].
[CUSTOMER][NEUTRAL] But my question is this though.
[CUSTOMER][NEUTRAL] Um, on the facility side, uh, I'm scheduled to have it done at Archibald Surgical or Surgery Center in [PII].
[CUSTOMER][NEUTRAL] Is, is that facility a covered facility or or no, I just want to make sure I didn't want to make the assumption that it is covered and then find out it's out of network.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, um, what I'm going to do is I'm going to go ahead and transfer you on over to web TPA. I'm gonna give you that phone number.
[AGENT][NEUTRAL] So that they can help you as far as um.
[AGENT][NEUTRAL] Whether or not they're a provider with this insurance, um, let me give you that phone number just in case we're disconnected during the transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII] OK yeah OK I got it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, is a brief hold? I'm gonna transfer you on over, Mr. [PII], and I hope you have a great [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] For questions about your privacy choices, please view our privacy policy.