AccountId: 011433970860
ContactId: 1740fe09-54d8-4007-bbc0-6a4bf876b2e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153559 ms
Total Talk Time (AGENT): 41639 ms
Total Talk Time (CUSTOMER): 67971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/1740fe09-54d8-4007-bbc0-6a4bf876b2e0_20250122T17:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi there, good morning, [PII]. My name is [PII] and I'm actually calling with a medical facility. Um, I just actually need to verify if a patient's plan is, um, a PPO or an HMO insurance so we can know how to process their orders with us.
[AGENT][NEUTRAL] OK. Do you have a callback number in case we get disconnected I can call you back?
[CUSTOMER][POSITIVE] Absolutely the callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Policy number I'm showing is 2471754.
[AGENT][POSITIVE] Thank you, [PII]. Hold on.
[CUSTOMER][NEUTRAL] And [PII], I do apologize. Yeah, I just wanna mention that this is actually for medical. Um, there wasn't an option for that, but it only let me press, um, for dental.
[AGENT][NEUTRAL] OK. Uh, what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were wanting to know if this was a PPO or HMO?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm not showing that it has a PPO, so it's just um it.
[AGENT][NEUTRAL] Just like uh.
[AGENT][NEUTRAL] Indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII], would you be able to tell me if we are considered as in network providers if I was to give you like a tax ID or an NPI number?
[AGENT][NEGATIVE] I'm not showing it has a network.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, [PII], well thank you so much for your assistance. I really appreciate it, OK?
[AGENT][POSITIVE] Thank you, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That would do it you have a great day over there.
[AGENT][POSITIVE] Thank you, [PII] for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye