AccountId: 011433970860
ContactId: ab2314bc-423b-4177-b74a-7412957b9bfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291380 ms
Total Talk Time (AGENT): 157144 ms
Total Talk Time (CUSTOMER): 108806 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/ab2314bc-423b-4177-b74a-7412957b9bfb_20250221T14:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from a doctor's office trying to see if we're in network with our members plan.
[AGENT][POSITIVE] OK, I'd be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII] and the policy number will be, give me a second I'm sorry.
[AGENT][POSITIVE] It's OK, no problem.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 972-227.
[AGENT][POSITIVE] Alrighty, thank you so much for that information, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, what's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All righty. Thank you for all that information, [PII]. It looks like she's the insured on this hospital indemnity plan.
[AGENT][NEUTRAL] So you want to know if uh what network she's in, is that correct?
[CUSTOMER][NEUTRAL] I will not, yeah, I mean this is not a hospital, so I would like to know if you guys are gonna cover her visit here. We are a specialist office.
[AGENT][NEUTRAL] For an office visit, let me go see what her benefits are. Hang on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or can I give you our NPI number to see if we're in network?
[AGENT][NEUTRAL] Uh, oh, she is in multi-play.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Are you in multiplayer network?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] It's the first time we see this insurance I'm gonna be honest.
[AGENT][NEUTRAL] Oh, OK, because yeah, you actually have the dental department so bear with me I'm trying to.
[AGENT][NEUTRAL] I'm trying to uh locate some information. Yeah, I think this patient is gonna be in the uh multipla PPO network, but you want to know if office visits are covered basically?
[CUSTOMER][NEUTRAL] Mhm, yeah, a specialist.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, well, yeah, I'm not gonna be able to, I'm gonna have to transfer you over to that department. I don't have access to it, so hang on just a second and I'm gonna get somebody on the line, [PII] that can help you, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you, have a good day.
[AGENT][POSITIVE] Yes, ma'am. You as well.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I do not know.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, so, this is [PII]. Who are you? I'm good. I'm trying to transfer a call to the HR department. What are you getting it for?
[CUSTOMER][NEUTRAL] Hey, how are you?
[CUSTOMER][NEUTRAL] Oh boy, uh, I have no idea. You know, the HI doesn't exist no more. You need to go to, um, what's it called the the the the the the uh APL support claim support. That's where they are.
[AGENT][NEUTRAL] How do I, how do I get down?
[CUSTOMER][NEUTRAL] It's in the in in the um quick connects it says uh APL claim support. The support team is the one that handles HI. Is it like a regular question or is it like a claim concern?
[AGENT][NEUTRAL] OK, OK, weird.
[AGENT][NEUTRAL] They want to know benefits and PPO network, which I, I don't know all that.
[CUSTOMER][POSITIVE] Oh, I can do that. Yeah, I can do that. I can do that. All right. [PII].
[AGENT][NEUTRAL] Oh, well, OK. I have [PII], right, yeah, I mean, I just don't know about, I don't know all this, but it's her name is [PII] and it's on policy number 025.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 972-227.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Patient is [PII] and uh let's see, [PII]'s callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so she's calling for benefits and network.
[AGENT][NEUTRAL] Benefits and network.
[CUSTOMER][NEUTRAL] OK. And did you get the place where she's coming from? Or no?
[AGENT][NEUTRAL] Uh, she's calling from the doctor's office. She's, yeah, wanting to know, yeah, doctor's office.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK dokey. I'm ready for her. Thank you. Bye. You're welcome. You too. Have a good day. Bye-bye, Ms. [PII].
[AGENT][POSITIVE] All righty, I'll leave it with you. Thank you, sir. Have a good one. All right, bye.