AccountId: 011433970860
ContactId: 7bf05be8-4d97-4060-8208-3c7901102524
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87319 ms
Total Talk Time (AGENT): 46899 ms
Total Talk Time (CUSTOMER): 43515 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/7bf05be8-4d97-4060-8208-3c7901102524_20250530T14:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Like Cape Cod Healthcare.
[CUSTOMER][NEUTRAL] Hi [PII]. I'm just calling from a doctor's office. One of our, um, one of our patients would like to purchase your insurance, and I'm trying to see um if we're a provider with your insurance because we've never um billed to your insurance company before.
[AGENT][NEUTRAL] OK, so you're the member has coverage with us and you're wanting to verify eligibility?
[CUSTOMER][NEUTRAL] No, she's thinking she's, no, she's thinking about getting coverage with you and I wanna verify that our provider is in network with your insurance so we can, so the member wants to purchase your insurance, but she wants to keep her primary care physician.
[AGENT][NEUTRAL] OK, so now she would have to go through her employer.
[AGENT][NEUTRAL] For obtaining our coverage, it would have to be coverage that her employer offers.
[AGENT][NEGATIVE] This is not a plan.
[CUSTOMER][NEUTRAL] So can you just tell me if the, can you tell me if the doctor is, is a provider with your coverage?
[AGENT][NEUTRAL] Well, no, I mean, I would have to know who she works for and what type of policy she's referring to because we have different types of coverage all on group level. So it would be.
[CUSTOMER][NEUTRAL] I understand OK.
[CUSTOMER][POSITIVE] OK, I'll call her and let her know thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I could help you with this morning?
[CUSTOMER][POSITIVE] Nope, that's it thank you so much I appreciate it.
[AGENT][POSITIVE] OK. Absolutely. You're welcome and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.