AccountId: 011433970860
ContactId: a0c301d0-ae00-47fa-8edb-f82773b8e6fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266739 ms
Total Talk Time (AGENT): 88683 ms
Total Talk Time (CUSTOMER): 92527 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/a0c301d0-ae00-47fa-8edb-f82773b8e6fd_20250527T13:34_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I call you for a physician office and need to check the benefit for the patient for outpatient procedure.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] 1
[AGENT][POSITIVE] I'm sorry about that, [PII].
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] And do, do you have a phone number I can get in case we get disconnected? I can call you back.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I see on the member card outpatient benefits sir number that is what you needed. OK, 02490478 letter M like a monkey letter L like Lima number 8.
[AGENT][NEUTRAL] Yes, ma'am, that would, uh-huh.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The what? I'm sorry?
[AGENT][NEUTRAL] The patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you [PII] you were needing outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient benefits I need to check if my physician is in network with you guys and if the hospital is in network too.
[AGENT][NEUTRAL] OK, I can help you with that. This policy doesn't have a network. It, it coordinates with the primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need the outpatient benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phones, not a guarantee of payment. This policy does coordinate with the primary.
[AGENT][NEUTRAL] We only pick up what the primary applies to their deductible copay or co-insurance up to.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] $1000 per calendar year.
[CUSTOMER][NEUTRAL] 1000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For calendar.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you check if the doctor is in network with your plan?
[AGENT][NEUTRAL] This policy does not have a network.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So if you don't have in network is because everyone is in network with the plan or how that works?
[AGENT][NEUTRAL] If if you're in network with the primary, you would be in network with this one because it coordinates with the primary, yes.
[CUSTOMER][NEUTRAL] With the primary? OK.
[CUSTOMER][POSITIVE] Got it. OK, OK, perfect.
[AGENT][NEUTRAL] I mean this policy, it doesn't have any type of network.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Got it, that is everything thank you so much. Can I get the reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect got it I appreciate your help thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day. Mhm. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.
[CUSTOMER][NEUTRAL] Temp