AccountId: 011433970860
ContactId: 6bb8af0e-5cb2-4d31-920a-53085afc2224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157199 ms
Total Talk Time (AGENT): 57472 ms
Total Talk Time (CUSTOMER): 65300 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6bb8af0e-5cb2-4d31-920a-53085afc2224_20250402T13:20_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Doctor [PII]'s office. I needed to verify my patient's benefits and to verify that we are in network.
[AGENT][NEUTRAL] So [PII], you said your name was [PII]?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII], you can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number is 02536216.
[AGENT][NEUTRAL] And what is that, just give me that number one more time.
[CUSTOMER][NEUTRAL] 02536216
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's the page oh my.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hey, I'm sorry, I completely went off that screen. It's [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility, so [PII]'s policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, and how do I get a full breakdown of benefits?
[AGENT][NEUTRAL] She has a
[AGENT][NEUTRAL] She, I can fax you a a schedule if you would like.
[CUSTOMER][NEUTRAL] OK and then can you let me know if we're in network?
[AGENT][NEUTRAL] The policy doesn't have a network due to the member's the truck, the member being a truck driver so they can go wherever they desire to go.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK and then does it have where the provider gets the payment or?
[AGENT][NEUTRAL] Yeah, as long as the assignment of benefits assigned, the provider will definitely get the payment. What is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I apologize. What was your name?
[CUSTOMER][NEUTRAL] [PII], yeah, wait [PII].
[AGENT][NEUTRAL] Alright [PII], is there anything else that I could assist you with today? So the member has no history on file?
[CUSTOMER][NEUTRAL] No, it and it'll have like.
[CUSTOMER][NEUTRAL] No history. OK, and it'll have like the claims filing address and what do what do we have a certain fee schedule that we use?
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] It's based on user and customary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] You too