AccountId: 011433970860
ContactId: 2df2bc25-f885-4b47-961c-e6afb4beae03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170220 ms
Total Talk Time (AGENT): 78370 ms
Total Talk Time (CUSTOMER): 67601 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/2df2bc25-f885-4b47-961c-e6afb4beae03_20250331T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from the doctor's clinic, ear, nose and throat.
[AGENT][POSITIVE] Hi [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, uh, we were just, uh, calling because we have a patient that, um, has APL insurance and, uh, we've never seen that insurance so we were wanting to run if we're in network or.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, I guess eligibility.
[AGENT][POSITIVE] OK, I can help you with both network and eligibility. Can I please get your callback number just in case the call gets dropped while we're on the phone I can call you right back.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][POSITIVE] Thank you so much. And then what's the patient's name, date of birth, and
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it looks
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the policy number is 0258.
[CUSTOMER][NEUTRAL] 8042.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and her effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And there's not, uh, let's see.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] I'll have to transfer you on over uh to multi plan to see if you guys are in network as a provider so it's gonna be a brief hold let me give you that phone number just in case the call gets dropped you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right perfect.
[AGENT][NEUTRAL] You're OK, is there anything else I can help you with before I transfer you on over?
[CUSTOMER][NEUTRAL] No, that is everything.
[AGENT][POSITIVE] OK, Ms. [PII], I hope you have a wonderful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Bye-bye, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Questions about your privacy choices.