AccountId: 011433970860
ContactId: 47c9233b-ce67-41b5-9b7f-ef7bcf02a725
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258779 ms
Total Talk Time (AGENT): 83806 ms
Total Talk Time (CUSTOMER): 109271 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/47c9233b-ce67-41b5-9b7f-ef7bcf02a725_20250107T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Banner Cardiology. I'm calling regarding a patient. I'm trying to figure out if they um need a referral with this insurance.
[AGENT][NEUTRAL] OK, and your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Mm, uh, give me one second, sorry, um.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] D 468.
[CUSTOMER][NEUTRAL] 02146
[AGENT][NEUTRAL] You have a copy of the ID card?
[CUSTOMER][NEUTRAL] Yes. I've never seen this.
[AGENT][NEUTRAL] Your policy er number?
[AGENT][NEUTRAL] On the card that starts with the 0.
[CUSTOMER][NEUTRAL] I've never seen
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, so I'm sorry, say you said it starts with the.
[AGENT][NEUTRAL] 0, a policy er certificate number that begins with a 0 kind of near the bottom.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It's an inpatient and an outpatient number?
[CUSTOMER][NEUTRAL] That is so, yeah, I've never seen this insurance card before from a patient, so I'm like, I don't see that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Spell spell the patient's first and last name.
[CUSTOMER][NEUTRAL] Um, OK, so last name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then first name is [PII], so it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh weird.
[AGENT][NEUTRAL] I'm looking.
[CUSTOMER][NEUTRAL] I don't know if the member I do have a member number in its chart that's 64556. I don't know if that would be it.
[AGENT][NEUTRAL] I, I think that's the payer ID number. That sounds like the payer ID number I could search it by his name.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] What phone number did you dial [PII]?
[CUSTOMER][NEUTRAL] Did I dial the [PII]?
[AGENT][NEUTRAL] OK, that sounds like to 90 degrees. Is that on his card, 90 degrees?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've located him. One moment.
[AGENT][NEUTRAL] And what is um [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's what type of service is it for?
[CUSTOMER][NEUTRAL] It's a specialist visit.
[AGENT][NEUTRAL] Office visit, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you wanted to know if a referral was required, it's not required.
[CUSTOMER][NEUTRAL] So referrals is not required um how would I know if we're contracted?
[CUSTOMER][NEUTRAL] Do you guys know that with the benefits or?
[AGENT][NEUTRAL] So let's see if I'll tell you who the network is. Multiplan is the network of contracted providers.
[AGENT][NEUTRAL] Are you familiar with multiplan?
[CUSTOMER][NEUTRAL] Uh, yes, I am actually.
[CUSTOMER][NEUTRAL] Um, multi plan, yeah.
[CUSTOMER][NEUTRAL] Let me see, um, is it the multi plan that's like um.
[CUSTOMER][NEUTRAL] Like a Medicaid or like a Medicare?
[AGENT][NEUTRAL] Mm mm, no, it's not affiliated with them it's it's a, it's a network of contracted, uh, healthcare providers. Now I can give you their phone number if you wanna call to verify if the provider is contracted with the network.
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, if you wouldn't mind.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I appreciate you helping me.
[AGENT][NEUTRAL] Oh, you're welcome. Did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] Uh, no, we're good. All right.
[AGENT][POSITIVE] All righty. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.