AccountId: 011433970860
ContactId: 2f78dc07-e658-4a39-8d76-093b0ad934b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134830 ms
Total Talk Time (AGENT): 60576 ms
Total Talk Time (CUSTOMER): 46835 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/2f78dc07-e658-4a39-8d76-093b0ad934b2_20250623T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the provider's office trying to see if we are in network with the patient's plan.
[AGENT][NEUTRAL] OK, yeah, I can check that policies work. um, what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good callback number from you? Uh, [PII]
[CUSTOMER][NEUTRAL] You you was star or star?
[CUSTOMER][NEUTRAL] There, OK.
[AGENT][POSITIVE] Sure and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the patient's policy number is 025.
[CUSTOMER][NEUTRAL] 82,710.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that. uh, so of course this policy is active. Effective date was [PII] and this is a.
[AGENT][NEUTRAL] Uh, limited indemnity medical plan, so, uh, pays a set dollar amount per covered procedure or office visit. Uh, it's not affiliated with any networks. You would just send that claim information directly to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's not really like a network you go off of, it's just a dollar limit she has.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Correct, an indemnity amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then the email. OK, alright, care should be is there a reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, uh, so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that should be it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you too bye.
[AGENT][NEUTRAL] Bye bye.