AccountId: 011433970860
ContactId: b59c06a8-aaf3-4d2b-a851-304ec3740998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181759 ms
Total Talk Time (AGENT): 58629 ms
Total Talk Time (CUSTOMER): 103377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b59c06a8-aaf3-4d2b-a851-304ec3740998_20250609T19:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, uh, my name is [PII] and I'm calling from Doctor [PII]'s office. I needed to check if we're in network with this insurance.
[AGENT][NEUTRAL] OK, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is OK, so the car doesn't have an actual policy number. It has a good number and it has the hospital benefit certificate number.
[AGENT][NEUTRAL] Yes, ma'am. What is that benefit certificate number?
[CUSTOMER][NEUTRAL] OK, 01611670 M as in Mary, L as in Larry 70 I'm sorry, I'm sorry I gave you the the uh uh it's supposed to be the same 01611670 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Well, um, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, give me one moment I'm going in there right now.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII] 64.
[AGENT][NEUTRAL] OK, thank you. Um, showing her effective date is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, but with this policy as a secondary supplemental plan, we don't have a network.
[CUSTOMER][NEUTRAL] So you don't have a network.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] How would we know if she's covered?
[AGENT][NEUTRAL] You submit a claim.
[CUSTOMER][NEUTRAL] Oh OK, because she just told me that a secondary they don't have a.
[CUSTOMER][NEUTRAL] They don't have a
[AGENT][NEUTRAL] Network.
[CUSTOMER][NEUTRAL] A network.
[CUSTOMER][NEUTRAL] A secondary because she does have because she has United Healthcare as a primary so when we submit the claim is when you guys figure it out.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes, ma'am. You would just submit the claim to us as secondary, and we do take assignments, so any benefit, uh, payable benefit can be sent to the provider.
[CUSTOMER][NEUTRAL] OK, and what is your name?
[AGENT][NEUTRAL] Uh, my name is [PII], excuse me, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh God, and
[CUSTOMER][NEUTRAL] Do I have a reference number for the call or you guys don't get that?
[AGENT][NEUTRAL] Uh, you can use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.