AccountId: 011433970860
ContactId: 4f5d2241-bdaa-423a-bc9e-28232d7aa41e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217380 ms
Total Talk Time (AGENT): 84941 ms
Total Talk Time (CUSTOMER): 47181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4f5d2241-bdaa-423a-bc9e-28232d7aa41e_20250602T17:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Yes, my name is [PII]. I'm calling from a doctor's office. I have a question. Uh, patients can this insurance in.
[CUSTOMER][NEUTRAL] But my understanding is that I don't think we're contracted with you. I'm trying to figure that out.
[AGENT][NEUTRAL] OK, so you're trying to find out if your provider would be contracted with APL?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so [PII], I can assist you with this, but first I'll need to pull up some information regarding the member and what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII] sorry that's the fax number sorry [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 01939631.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, [PII], so first off, any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And do you guys bill directly? Do you bill through Aetna, United, any anybody big?
[AGENT][NEUTRAL] Give me just a moment, [PII], while it's still loading some information on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so on this, so again, any information provided, [PII] would be a verification of benefits and not a guarantee of payment. So first off, APL is not a primary or major medical insurance carrier. This, we are a supplemental plan, but this policy is no longer active. She was the subscriber on the supplemental policy, but this supplemental policy was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII].
[AGENT][NEUTRAL] And she does not have an active policy with us.
[CUSTOMER][POSITIVE] Perfect, thank you for that you have a wonderful day.
[AGENT][POSITIVE] Well, I hope you have a wonderful day too. And is there anything else that I could help you with?
[CUSTOMER][POSITIVE] That's all I needed to know, thank you.
[AGENT][POSITIVE] OK, [PII]. Well, have a great afternoon and thank you again for calling APL.
[CUSTOMER][POSITIVE] You too have a great day. Bye.
[AGENT][POSITIVE] Thanks, you