AccountId: 011433970860
ContactId: 52e7c070-fd11-41c4-aa2a-72e50e839f03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172679 ms
Total Talk Time (AGENT): 79792 ms
Total Talk Time (CUSTOMER): 86435 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/52e7c070-fd11-41c4-aa2a-72e50e839f03_20250623T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Oh hi, uh, my name is [PII], and I do have APL for to cover deductibles. Um, I'm actually in a facility here in, um, in, um, [PII]. The facility is called Beach City Ans, and I gave them my card as a secondary insurance for deductibles, so they're telling me that, um, they're not part of your network. Do they need to be part of your network?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me your policy number, Ms. [PII].
[CUSTOMER][NEUTRAL] OK. Yes, the policy is, um let me see. OK. um 01822974 M as in Mary, L as in Louise, 8.
[AGENT][NEUTRAL] All right, Ms. [PII].
[AGENT][NEUTRAL] Thank you for that information. Now, while I'm pulling this information up, go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], thank you for all that information. Now, go ahead and verify your date of birth and your address for me, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Uh, I'm sorry?
[AGENT][NEUTRAL] And your address, please, ma'am?
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] Alrighty, thank you for all that information, Ms. [PII]. OK, now first off.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, yes, ma'am. This is just your a medical supplemental plan. So you're not in the network and you don't have to be in the network because we're just coordinating benefits with your primary insurance company.
[AGENT][NEUTRAL] So there you're not in a network, yeah, at all. You can go anywhere because we're just your medical supplemental plan, so you don't, you don't, you're not required to be in any type of network.
[CUSTOMER][POSITIVE] OK, very good.
[CUSTOMER][POSITIVE] Uh, OK, awesome. I'm gonna talk to them and see, you know, if they can take me because otherwise I have to look for a different location. Thank you so much for your help. Have, have a great day.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. I, well, yes, ma'am, and you just, you just have that, uh, physician's office called APL so we can explain that to him, OK?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All righty. I will. Thank you so much.
[AGENT][POSITIVE] All right. Well, yes, ma'am. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, you've been very helpful thank you so much have a good day.
[AGENT][POSITIVE] Yes, ma'am. You as well, and thanks for calling APM Ms. Correa. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you bye bye.