AccountId: 011433970860
ContactId: 3b7718cd-09a6-442e-88e6-09d6ba3ee35c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134690 ms
Total Talk Time (AGENT): 54279 ms
Total Talk Time (CUSTOMER): 57868 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/3b7718cd-09a6-442e-88e6-09d6ba3ee35c_20250509T16:48_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, I wanted to see if there's any way that you can tell me if our provider, um, takes this gap like we're in network with this gap.
[AGENT][POSITIVE] OK, I'd be happy to assist with in network providers today. Uh, may I have your policy number please?
[CUSTOMER][NEUTRAL] It the policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Like with the with the card?
[CUSTOMER][NEUTRAL] Sorry, it's the first time I'm calling. I've never called.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well that's fine. I'll just take your social.
[CUSTOMER][NEUTRAL] So would it be the group number on the card?
[AGENT][NEUTRAL] No, it's not the group number.
[CUSTOMER][NEUTRAL] I'm calling up from a provider's office.
[AGENT][NEUTRAL] Oh, you're a provider. So you're calling in regards to a member. Oh, OK, I'm sorry, I thought you were a member. OK, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and what's your first name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have the patient's social?
[CUSTOMER][NEUTRAL] I don't have the social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you see on the card where it says member number policy number or inpatient or outpatient benefit cert number?
[CUSTOMER][NEUTRAL] Yes, I have the outpatient benefit number.
[AGENT][NEUTRAL] OK, can I have that please?
[CUSTOMER][NEUTRAL] 02440379 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] is the first name [PII] Last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this is the Metlink gap policy. We work in conjunction with the primary, so as long as you're in network with the primary, then you're fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh OK perfect.
[AGENT][NEUTRAL] Mhm, is there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that's all I needed to know.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.