AccountId: 011433970860
ContactId: 2c986bae-fad7-4b8c-99f4-f2aa465221f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123800 ms
Total Talk Time (AGENT): 61694 ms
Total Talk Time (CUSTOMER): 59341 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2c986bae-fad7-4b8c-99f4-f2aa465221f8_20250107T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a home health agency and I was just calling to see if we were in network with uh patients plan, but I don't know that I called the right number.
[AGENT][NEUTRAL] I can check on the policy. Um, you said your name was [PII], I'm sorry.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, sorry about that and we're just seeing if you're a network.
[CUSTOMER][POSITIVE] No worries, yes please.
[AGENT][NEUTRAL] Got it. OK, and [PII], uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] No, let me start again. I'm sorry, um.
[CUSTOMER][NEUTRAL] Yes, I, my home number and my work number are so similar. [PII], like two numbers different. I get confused every day.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Oh man, I don't blame you. All right. And then do you have the uh policy number?
[CUSTOMER][NEUTRAL] I do. She is 023502207.
[CUSTOMER][NEUTRAL] I think it's 02350207.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and so this is a secondary medical policy. It's very dependent on uh the primary insurance, so it's designed to help with co-pay, deductible and co-insurance only after the primary pays. So that being said, it does not have a set network as long as the primary is willing to pay, this policy can. If primary does not, this policy can't.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, so Blue Cross then would be primate.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Got you. I got the information backwards perfect. OK, that's exactly what I needed thank you so much.
[AGENT][POSITIVE] OK, no worries. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That was it?
[AGENT][POSITIVE] Alright, well thanks for calling APL Joy. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.