AccountId: 011433970860
ContactId: 826b942c-a980-4aa1-a09b-ddfd832f22c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151419 ms
Total Talk Time (AGENT): 44682 ms
Total Talk Time (CUSTOMER): 43618 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/826b942c-a980-4aa1-a09b-ddfd832f22c9_20250320T18:20_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, I was just calling from our provider's office um to see if we're in network with the.
[CUSTOMER][NEUTRAL] Um, this insurance.
[AGENT][POSITIVE] I'll be happy to assist with network information. May I have your first name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02604330
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show with this policy, um, we don't have a network so uh she can use any provider that she chooses and we go by usual and customary rates.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, was there anything else I could assist with?
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I guess I gotta figure out how to do a breakdown then if she can.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Did you need a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] She's in network with us.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Uh, it's our number is [PII].
[AGENT][NEUTRAL] OK, one moment, let me get it pulled up first.
[AGENT][NEUTRAL] And what's that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that's it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you, you too. Goodbye.
[AGENT][NEUTRAL] Mhm. Bye bye.