AccountId: 011433970860
ContactId: 34a3e8fc-7edd-43a9-aa23-75b963db36fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121720 ms
Total Talk Time (AGENT): 59897 ms
Total Talk Time (CUSTOMER): 51195 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/34a3e8fc-7edd-43a9-aa23-75b963db36fd_20250210T15:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Hi, I'm trying to see if we are in network with your insurance.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][POSITIVE] Thank you, dear. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the policy number please, ma'am?
[CUSTOMER][NEUTRAL] Um, it is that'll be the member's ID correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh yes, sir. OK. It is D46401662.
[AGENT][NEUTRAL] OK, that is not the APL policy number. I will start with a 0. Do you have another policy number?
[CUSTOMER][NEUTRAL] Mm. Oh, yes. 02585017.
[AGENT][NEUTRAL] All right, thank you. And what is, excuse me, the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and I can help you with that network information.
[AGENT][NEUTRAL] Now, this policy is a limited indemnity policy. It does participate in the multi-plan network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Now, it has no um.
[AGENT][NEUTRAL] There's no contractual involvement in our processing of the claim, and network participation is not required for benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Anything else I can help you with here, [PII]?
[CUSTOMER][POSITIVE] No, it's OK. Thank you so much.
[AGENT][POSITIVE] Well, thank you for calling APL Aira. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm