AccountId: 011433970860
ContactId: b62ab2d1-7910-432c-a52a-62f0e938adf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163169 ms
Total Talk Time (AGENT): 59416 ms
Total Talk Time (CUSTOMER): 76328 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/b62ab2d1-7910-432c-a52a-62f0e938adf9_20250110T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, this is [PII]. I'm calling just to verify if, um, patient is active and if we are in network with you guys.
[AGENT][NEUTRAL] OK, yeah, I can see if the policy is still active and check that network you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and uh can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] in case
[CUSTOMER][NEUTRAL] Yes, it will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, member ID will be 019358.
[CUSTOMER][NEUTRAL] 75 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that information [PII]. uh, so this policy is active effective date was [PII] and so this is a secondary medical policy and with that it does not have a set network. It is very dependent on major medical. It is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um, by any chance do you have, uh, yes, uh, by any chance do you have like a phone number to call there and ask if we are in network?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Could you repeat that? I'm so sorry, [PII].
[CUSTOMER][NEUTRAL] Yes, don't worry. Um, by any chance, do you have like the phone number to call them and to verify if you are in network with them?
[AGENT][NEUTRAL] Do you mean his primary?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I don't have that information, [PII].
[CUSTOMER][NEUTRAL] OK, don't worry about it. So that's all that I need. Um, I just have a question. Uh, can you repeat your name, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Yes, this is [PII] OK, perfect. So that's all that I need uh thank you so much I hope you have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, thanks for calling APL. I hope you do too thank you bye bye.
[CUSTOMER][POSITIVE] Thank you bye for now.
[AGENT][NEUTRAL] Bye bye.