AccountId: 011433970860
ContactId: a20695b2-9a6a-46da-bca6-e8158b5dd124
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86400 ms
Total Talk Time (AGENT): 25722 ms
Total Talk Time (CUSTOMER): 39613 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/a20695b2-9a6a-46da-bca6-e8158b5dd124_20250401T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just need to check and see if our provider is in network with this uh patient's insurance plan.
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 01852396.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] It's for [PII]. My name's [PII].
[AGENT][NEUTRAL] And what's your callback number, sir?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank
[AGENT][NEUTRAL] Uh, there's no network on this policy.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Um, when the billing service is asking me if the provider is in or out of participating or non participating, participating is OK to click, right?
[AGENT][NEUTRAL] Yes, this is a secondary policy so it will work to pick up copay, deductible coinsurance after the primary processes the claim, yeah.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] OK all right I appreciate your time thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] But