AccountId: 011433970860
ContactId: b5ad536e-950a-4ea6-978b-94b477e9babf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126309 ms
Total Talk Time (AGENT): 51778 ms
Total Talk Time (CUSTOMER): 42033 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b5ad536e-950a-4ea6-978b-94b477e9babf_20250623T13:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Quality Medical Care. Um, I just had a question I wanted to know if we're in network with your insurance.
[AGENT][NEUTRAL] OK, uh, what is your callback number please I if disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have a policy number please for a patient?
[CUSTOMER][NEUTRAL] It is 02073688.
[AGENT][NEUTRAL] OK, I have that as 02073688. Thank you. Verify the patience. Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] And you're calling to check to see if you're in network with this policy for the member. Do you need eligibility as well?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, so let me start with that, um, please, [PII], this policy has termed, and it turned as of [PII]. Uh, if you would just bear with me please let me check to see if he has an active policy.
[CUSTOMER][NEUTRAL] Quality Medical Care Doctor [PII]'s office. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do apologize, I do not show an active policy for the member. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK, so it's just showing that one policy and that it's termed.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well I will give the patient a call and thank you for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a great day. Thank you.
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye.