AccountId: 011433970860
ContactId: 6b09916e-07d3-4457-b0ae-dbbd41ce1876
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171860 ms
Total Talk Time (AGENT): 88719 ms
Total Talk Time (CUSTOMER): 45758 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/6b09916e-07d3-4457-b0ae-dbbd41ce1876_20250617T12:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from our doctor's office. Um, I just needed to see if a patient's plan was in network with the doctor.
[AGENT][NEUTRAL] OK, um, I can help you with the network and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, [PII] and then.
[CUSTOMER][NEUTRAL] The policy number is 02633283.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, yeah, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this is a hospital indemnity policy. Um, so for that part, um, through APL there is no network. There is the PPO network um through multi-plan, because it is multi-plan, we don't have access to the list of providers, but I can give you their number or website if you'd like to see if your provider is in network.
[CUSTOMER][NEUTRAL] OK, yeah, I can take that.
[AGENT][NEUTRAL] Alright, so the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so that's the number I called before so should I just act like I'm looking for a doctor because it didn't seem like there was any like provider options.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, um, just
[AGENT][NEUTRAL] That's the line just to check to see if the providers are in network, so it should ask you for the MPI, um.
[AGENT][NEUTRAL] And you just follow the prompts, but yes, I will put that line is only to check for the network, so just enter the information that they're asking. I don't think it has a provider section.
[CUSTOMER][NEUTRAL] OK, and then as far as um like co-pays and deductibles, how would I find that out?
[AGENT][NEUTRAL] Um, it's a hospital indemnity policy, so there's usually no copay on that type of policy. Um, let me double check though, and no deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not showing a deductible or a co-pay unless you have a self-pay.
[AGENT][NEUTRAL] Option, um, or unless there's another insurance, this policy doesn't have a co-pay or deductible.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.