AccountId: 011433970860
ContactId: 890677e6-271c-43c0-82e1-2aa3ce14a482
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173679 ms
Total Talk Time (AGENT): 42000 ms
Total Talk Time (CUSTOMER): 60940 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/890677e6-271c-43c0-82e1-2aa3ce14a482_20250429T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I am trying to look into members um eligibility.
[AGENT][NEUTRAL] OK, are you with the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, I do. Policy number looks to be.
[CUSTOMER][NEUTRAL] Sorry, just give me one sec.
[CUSTOMER][NEUTRAL] OK, uh, policy number is 02510235.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And let's see, so it looks like this policy is effective [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is um in terms of like network.
[CUSTOMER][NEUTRAL] Are you guys able to check if we're in network or do you guys work with like another company that we might be in network with?
[AGENT][NEUTRAL] Uh, it's a supplemental policy, so there's no network.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] It's a supplemental policy, so there's not a network.
[AGENT][NEUTRAL] There is no PPO network.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] And I'm sorry, um, do you mind kind of explaining how that might work because I'm just not that familiar with that with that one.
[AGENT][NEGATIVE] So this, there is no network, there no network applies. They could go to any provider they like.
[CUSTOMER][NEUTRAL] I see, OK, got it.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, can I get your name again please?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Thank you and can I get his last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you [PII]. And lastly, uh [PII], can I get a uh call reference number please?
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][POSITIVE] Sounds good. Alright, [PII], thank you so much for your help and enjoy the rest of your day.
[AGENT][POSITIVE] Hi, thanks for calling APLU as well. Bye-bye.