AccountId: 011433970860
ContactId: 7f9c3a9c-793e-484f-ab97-2518e4ed36ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160449 ms
Total Talk Time (AGENT): 79190 ms
Total Talk Time (CUSTOMER): 56729 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/7f9c3a9c-793e-484f-ab97-2518e4ed36ea_20250619T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify if you are in network with a provider and check if an office, sorry, a city code needs authorization.
[AGENT][NEUTRAL] OK, I can check that network and see if authorization is required um what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 016.
[CUSTOMER][NEUTRAL] 592
[CUSTOMER][NEUTRAL] 07.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy terminated [PII]. If you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so he does have one that is currently active. Let me know when you're ready and I'll give you that updated policy number.
[CUSTOMER][NEUTRAL] One moment, I'm ready.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 50.
[AGENT][NEUTRAL] 56.
[AGENT][NEUTRAL] 95.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course, OK, um, so again this one is currently active, um, as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays and is very dependent on whoever they have as their major medical, so as long as they're willing to pay this policy can therefore there is no network or authorization required it simply follows major medical.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I currently
[CUSTOMER][NEUTRAL] For the network or on required it simply follows me.
[CUSTOMER][NEUTRAL] Alright, I understand.
[CUSTOMER][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] And uh do you know who's the, yeah, do you know who's the primary insurance?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I do not. I can only see the information they have with us.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] I do not. I can only see the information they have with us. OK, no worries, I understand that. Thank you so much and you bye bye.
[AGENT][POSITIVE] Of course, thanks for calling APL bye bye.