AccountId: 011433970860
ContactId: 97ddbf16-8271-42c7-bc5f-3445f143407b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107300 ms
Total Talk Time (AGENT): 57898 ms
Total Talk Time (CUSTOMER): 40106 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/97ddbf16-8271-42c7-bc5f-3445f143407b_20250613T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, yes, um, this is [PII]. I'm calling from Party Hospital. I've just honestly never heard of this insurance before, and I need to know if we're in network.
[AGENT][NEUTRAL] Sure, OK, I can get that policy pulled up and we'll take a look at that network. uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 694.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, let me look at it here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 02583471.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Perfect thank you so much for verifying that. OK, so of course this policy is active. Uh, that effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and this policy is very dependent on whoever they have as their major medical as long as they're willing to pay this policy can so it's not affiliated with any network it just simply follows major medical.
[CUSTOMER][POSITIVE] Oh, OK. All right. Well, thank you so much.
[AGENT][POSITIVE] Absolutely. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.