AccountId: 011433970860
ContactId: 70cea815-85ce-4191-a290-e08719da1736
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130258 ms
Total Talk Time (AGENT): 64957 ms
Total Talk Time (CUSTOMER): 47571 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/70cea815-85ce-4191-a290-e08719da1736_20250327T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Gwinnett Pediatrics. I was just calling about eligibility for a patient to see if we're in network with you guys.
[AGENT][NEUTRAL] Sure, I can check eligibility in that network. Um, [PII], can I get a good call back number for me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh 026-07777 ML 7.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The last name is [PII] First name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And then you said you can't check to see if we're in network?
[AGENT][NEUTRAL] Oh, I'm sorry. Um, so, as this is a secondary medical policy, it's very dependent on major medical. It's not affiliated with any set network as long as their major medical is willing to pay, this policy can.
[CUSTOMER][POSITIVE] OK perfect wonderful thank you so much and then can I get a reference number for this call? No, you're fine.
[AGENT][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] Sure, it would just be thanks. It just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] [PII] And was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No ma'am, that is all thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thanks bye bye.