AccountId: 011433970860
ContactId: 47f157b5-98ee-4995-8891-e9d5eba0e95a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182710 ms
Total Talk Time (AGENT): 53342 ms
Total Talk Time (CUSTOMER): 75055 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/47f157b5-98ee-4995-8891-e9d5eba0e95a_20250604T12:32_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling IPO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes, I'm calling from a um medical provider office. We have a patient coming in, um, and I'm just trying to figure out I've, I've not seen this insurance before, so I'm just trying to figure out, um, if it's, if they have health coverage, what if they're eligible, all the nine yards.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, this is [PII], and I'm calling from Triad Pediatrics.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do, um, is it the policy like certification number or is it the medical ID number?
[AGENT][NEUTRAL] The policy certification number.
[CUSTOMER][NEUTRAL] OK, it's 026.
[CUSTOMER][NEUTRAL] 11165.
[AGENT][NEUTRAL] 65.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] The phone cut out for a minute. Thank you.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, well, I kinda need to know if they're in network with us, um.
[CUSTOMER][NEUTRAL] Eligibility, I mean really the main thing is um if if we are in network with this plan.
[AGENT][NEUTRAL] OK, the effective date is [PII]. The policy is active and let me check and see if there's a network for this policy. Just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, this policy, the providers go through multi plan.
[AGENT][NEUTRAL] So it depend on if you're a multi plan provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you, um, and this is, is this a health coverage plan?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][POSITIVE] OK alrighty thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.