AccountId: 011433970860
ContactId: 7a124364-8352-4cdb-8b7f-1a3b3b04b617
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225880 ms
Total Talk Time (AGENT): 121063 ms
Total Talk Time (CUSTOMER): 77426 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/7a124364-8352-4cdb-8b7f-1a3b3b04b617_20250327T13:13_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, [PII]. My name is [PII] and I am calling you from Articularis Rheumatology, the office of Doctor um [PII]. I need to um know if we are in network with your insurance with, with your group.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good call back number?
[CUSTOMER][NEUTRAL] It's area code [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number for the patient is 02486379.
[AGENT][NEUTRAL] Excuse me. Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is um [PII] [PII].
[AGENT][NEUTRAL] All right, thank you and I can help you with network information. This is for dental.
[CUSTOMER][NEUTRAL] No, it's for medical.
[AGENT][NEUTRAL] OK, so bear with me because this is a dental policy. Let me get.
[AGENT][NEUTRAL] Let's see. You're fine. She has medical coverage and I can help you with that information.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] So her medical ID number or policy number.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 6376.
[CUSTOMER][POSITIVE] Oh, repeat that. I'm sorry.
[AGENT][NEUTRAL] Sure, 248-637-6.
[CUSTOMER][NEUTRAL] OK, yeah, because uh they gave me the on the referral it's 024. OK, they gave me the dental, not the medical, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her policy is active as of [PII].
[AGENT][NEUTRAL] And this policy does participate in multi-plan network, but it is not required.
[AGENT][NEUTRAL] We don't, uh, with our processing of the claim, there's no contractual involvement.
[AGENT][NEUTRAL] We pay the same benefit both in and out of network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, in and out of.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does she have a deductible?
[AGENT][NEUTRAL] Not on this policy, it is an indemnity policy.
[CUSTOMER][NEUTRAL] OK, oh OK, OK, OK, alright, and can I get a a reference number?
[AGENT][NEUTRAL] Reference number is my name in today's date, and I spell my name [PII]
[AGENT][NEUTRAL] CIA
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][POSITIVE] And it has been a pleasure to assist you with that policy information um regarding Network. Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Awesome, OK.
[CUSTOMER][NEUTRAL] No, no, thank you, but if, if I give you the MPI, would you know if Doctor [PII] is in network or you go according to the multi-plan?
[AGENT][NEUTRAL] But that would be through multiplan because there's no contractual involvement in the processing with our claims.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It doesn't affect how we process the claims, but I can give you the phone number to Multiplan to see if he is in the multi-plan network. It is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] My pleasure to assist you, [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Nope, that's it. Thank you so very much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day. Thank you. Bye bye bye bye.
[CUSTOMER][POSITIVE] Uh huh thank you you too OK bye bye.