AccountId: 011433970860
ContactId: 86265b3d-1cde-48f1-99c2-accfdffcb738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137779 ms
Total Talk Time (AGENT): 67065 ms
Total Talk Time (CUSTOMER): 50915 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/86265b3d-1cde-48f1-99c2-accfdffcb738_20250314T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] calling from a provider's office. I just wanted to see if we are in network with uh with you guys.
[AGENT][NEUTRAL] OK, I can get that policy pulled up and check what network that is. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you and then did you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I have here 02566221.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that [PII]. So this policy is active. Effective date was [PII], and so this is a limited indemnity medical plan.
[AGENT][NEUTRAL] Not affiliated with any networks, no copays, deductibles, or uh authorization required. It just pays a set dollar amount per covered procedure and office visit, and you would just send those claims directly to us.
[CUSTOMER][NEUTRAL] OK, and we would be in network, right?
[AGENT][NEUTRAL] It doesn't have a network so it could potentially be used anywhere at any medical facility.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and no PCP referrals required?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what's, I'm sorry, what's the plan? It's limited indemnity.
[AGENT][NEUTRAL] Yeah, limited indemnity medical plan.
[CUSTOMER][NEUTRAL] Michael plan
[CUSTOMER][NEUTRAL] And it's there's not a HMO or PPO or anything on there, right?
[AGENT][NEUTRAL] No. No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK perfect um can I just get a call reference number if you don't mind?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled K A R A. last initial is A.
[AGENT][NEUTRAL] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.