AccountId: 011433970860
ContactId: 5892c02b-bcd0-4f10-9baf-81763c63d198
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264519 ms
Total Talk Time (AGENT): 94441 ms
Total Talk Time (CUSTOMER): 99416 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/5892c02b-bcd0-4f10-9baf-81763c63d198_20250516T16:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] PO this is how may I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, I need to verify some benefits and see if our practice is in network with you guys.
[AGENT][POSITIVE] OK, I can help you with benefits, ma'am.
[AGENT][NEUTRAL] Can I please get in your number?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] I'm sorry, you're kind of breaking up a little bit. We have really bad storms here, so, um, I'm sorry, what did you say?
[AGENT][NEUTRAL] Oh my, OK.
[AGENT][NEUTRAL] Uh, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, miss, and then what is the patient's name, the policy number?
[CUSTOMER][NEUTRAL] OK, one second and OK, her name is [PII].
[CUSTOMER][POSITIVE] Let me see here she just got this um let me see, I apologize.
[CUSTOMER][NEUTRAL] Oh, everything's kind of flickering a little bit.
[CUSTOMER][NEUTRAL] Alright, let me go this way here.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Oh, it's OK. um OK, do you need her date of birth also or policy number?
[AGENT][NEUTRAL] Uh, policy number and date of birth, please.
[CUSTOMER][NEUTRAL] OK, her date of birth is [PII].
[CUSTOMER][NEUTRAL] And OK, the policy number is policy slasher.
[CUSTOMER][NEUTRAL] 026
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 25071
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][POSITIVE] OK great
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, I do show [PII] does have an active policy with us.
[AGENT][NEUTRAL] And her date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy is current.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the name of your facility?
[CUSTOMER][NEUTRAL] We are renew Family Services.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, what I'm gonna need to do is I'm going to need, um, and I keep doing it because I know you guys are having bad weather, but I'm gonna need to transfer you on over to um multi plans so that they can check and see you guys a provider with this insurance. I'm gonna give you the phone number just in case.
[AGENT][NEUTRAL] The call gets dropped.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That way you
[CUSTOMER][NEUTRAL] Uh, one sec.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Stay here, OK.
[CUSTOMER][NEUTRAL] All right, go ahead, phone number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh my pen is not working.
[CUSTOMER][NEUTRAL] Uh, hold on one minute. Sorry.
[AGENT][NEGATIVE] Oh no
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My pen of course
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's a
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] perfect. OK, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything I can help you with before we go? Um.
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, well you have a good weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] For questions about your privacy choices.