AccountId: 011433970860
ContactId: 870c65d0-d557-406e-b047-9ca557ee4b2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108290 ms
Total Talk Time (AGENT): 53419 ms
Total Talk Time (CUSTOMER): 36176 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/870c65d0-d557-406e-b047-9ca557ee4b2f_20250404T14:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was uh just calling to see if we were in network with you all.
[AGENT][NEUTRAL] Sure, I can get that policy pulled up and see what network that might be a part of um what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII],
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 02583590.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, patient is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that now. So this policy is active. Effective date was [PII] and so this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays. Uh, so this plan is very dependent on major medical. It does not have, uh, it's own network, um, no authorization required. As long as major medical is willing to pay, this policy can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, yeah, they have Medicare, so they will be OK.
[CUSTOMER][POSITIVE] OK, alright, thank you so much. I was just want to make sure.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] No, that was all. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.