AccountId: 011433970860
ContactId: 917be291-2d86-45ed-adb9-6bff20ca9f85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224520 ms
Total Talk Time (AGENT): 69649 ms
Total Talk Time (CUSTOMER): 130010 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/917be291-2d86-45ed-adb9-6bff20ca9f85_20250204T15:48_UTC.wav
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[AGENT][NEUTRAL] [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh God, it's that music.
[CUSTOMER][NEUTRAL] Um, yes, I'm calling on behalf of my husband who's on the phone with me. I needed to verify that uh my doctor is in network with my husband's policy.
[AGENT][NEUTRAL] OK. And your name?
[CUSTOMER][NEUTRAL] My name is [PII]. My husband's name is [PII].
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 02566197
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got to see Pin yesterday.
[CUSTOMER][NEUTRAL] I know, don't. OK, I forgot.
[AGENT][NEUTRAL] So [PII], are you, are you on the policy?
[CUSTOMER][NEUTRAL] Um, not yet. He's on the phone. I don't know what to do numbers.
[AGENT][NEUTRAL] OK, [PII], can you verify your
[CUSTOMER][NEUTRAL] I'm here. I'm just currently drop.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Can you verify your date of birth and mailing address, [PII]?
[CUSTOMER][NEUTRAL] [PII], mailing address is [PII]. That's a baby.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and what is the email address on file for you?
[CUSTOMER][NEUTRAL] Should be [PII].
[CUSTOMER][NEUTRAL] No. [PII].
[AGENT][NEUTRAL] OK, it looks like
[AGENT][NEUTRAL] It is a Gmail account but it's something different.
[CUSTOMER][NEUTRAL] Oh, I don't know why they put that one in. Uh, give me a second.
[CUSTOMER][NEUTRAL] I gotta remember what that is. I wanna say it's.
[CUSTOMER][NEUTRAL] Might be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me just a second. I've got it in my phone. I don't know, I don't know why they're using that one.
[AGENT][NEUTRAL] OK. OK. OK. OK.
[AGENT][NEUTRAL] I can update it if you want me to.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] Please do because I don't use that email anymore um it's the email that you have on file for some odd reason is [PII].
[CUSTOMER][NEUTRAL] LEC.
[CUSTOMER][NEUTRAL] C B B
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that is correct and you and give me the one again that you want on file please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1977.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we can get that updated for you. Alright, and so the reason for the call is to verify if the doctor is in the network, is that correct?
[CUSTOMER][NEUTRAL] Yes, they're saying that they're not in network.
[AGENT][NEUTRAL] OK, so there's actually no network affiliated with this plan it's you get to choose a provider of your choices.
[CUSTOMER][NEUTRAL] OK, so how do we, how do we, what is the doctor's office have to do to ensure that they will get paid then do I just give them your phone number and the policy number?
[AGENT][NEUTRAL] Correct and then we can verify the benefits with them and then also provide our um claims mailing address to them.
[CUSTOMER][NEUTRAL] OK, so there's, there's no, um, it's like a PPO he can go wherever he wants.
[AGENT][NEUTRAL] Uh, it's there's no network affiliated so it wouldn't be PPO. It's just provider of his choice.
[CUSTOMER][NEUTRAL] DPP.
[CUSTOMER][POSITIVE] Right, OK, OK, perfect. Thank you so much.
[AGENT][NEUTRAL] Oh, you're welcome. Any other questions I can assist with today [PII] and [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, alrighty well thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.