AccountId: 011433970860
ContactId: 4670c251-bc05-4cdc-8497-6088fb1b2cd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149410 ms
Total Talk Time (AGENT): 57707 ms
Total Talk Time (CUSTOMER): 62651 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/4670c251-bc05-4cdc-8497-6088fb1b2cd5_20250507T14:22_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm very fine. Just asking. I will let you know if you could help. I need to try to check if we are in network out of network with insurance.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK, are you the policy holder or you're calling on behalf of a provider's office?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am a medical provider.
[AGENT][NEUTRAL] OK, what's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh I have here is 02281873 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Can you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], did you say you're checking a claim status?
[CUSTOMER][NEUTRAL] And [PII], did you say you're checking a claim status? Uh, no, I need to check network status.
[AGENT][NEUTRAL] Oh, to verify if you're contracted with the network, if there be one for this policy, can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], last name is [PII]. I can spell the last name if you need it.
[AGENT][NEUTRAL] No, that's OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, so this is a secondary gap policy. Major medical would be the primary, so there is not a network of contracted providers for this plan.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, it's like a supplement something like that.
[AGENT][NEUTRAL] A supplemental policy, supplement to the major medical plan.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, OK, got it.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] Uh, no, what's your name one more time?
[AGENT][NEUTRAL] [PII] A. Use my name in today's date as reference for today's call. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all I appreciate it have a wonderful day.
[AGENT][POSITIVE] Thank you. You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.