AccountId: 011433970860
ContactId: 6248208e-0b7e-43dd-902e-45862d5a2a2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240740 ms
Total Talk Time (AGENT): 80681 ms
Total Talk Time (CUSTOMER): 129326 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/6248208e-0b7e-43dd-902e-45862d5a2a2c_20250331T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, so my name is [PII]. I'm calling from, um, uh, Women's Health Littleton OBGYN, and I just need to verify a patient has active coverage or at least that we're in network with them.
[AGENT][NEUTRAL] OK, I can help you with eligibility and network. Uh, can I get your callback number, [PII] just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, absolutely, so um [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, so her last name is um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, first name [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then birthday is [PII].
[AGENT][NEUTRAL] [PII]. OK, and what is the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, that is.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, I'm looking at the car trying to see which one is the right one.
[CUSTOMER][NEUTRAL] Hm, is it where it says in no probably out, yeah, outpatient probably the yeah, uh 02, um 0237.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 0334.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Really gotta get my, I gotta get my phenomic alphabet better.
[AGENT][NEUTRAL] Hey, I have a hard time too when I have to do it, uh, trying to think, uh, and if you didn't have to think about it, it would work so smoothly.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I got to memorize the military one, right?
[AGENT][NEUTRAL] Yes, and we have a lot of people that do that too.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, um, we do show that [PII] does have an active policy. Her effective date of the policy is [PII].
[AGENT][NEUTRAL] And no pre-authorization is required um or network because this is a supplemental insurance policy that's billed secondary to a primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, so I don't, I don't need to give you like our tax ID number and all that where you can tell us if we're in network or so you're just saying everything's in network?
[AGENT][NEUTRAL] No, ma'am, there's not a network.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right then awesome so perfect um see if there's anything else I need.
[CUSTOMER][NEUTRAL] And then the name of the actual company is it APL?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK perfect um alright thank you and then what is the um can I please have like a confirmation number?
[AGENT][NEUTRAL] Yes, you can um use my name and today's date as your call reference number.
[CUSTOMER][NEUTRAL] Can you tell me your name one more time? I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] [PII] and then today's date, OK.
[CUSTOMER][POSITIVE] All right, well thank you for answering and helping me, [PII]. I hope you have a nice day and um yeah, thank you.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][NEUTRAL] OK, well you
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Alright bye bye.