AccountId: 011433970860
ContactId: ba85d550-eea6-4f35-a99a-19ac47706257
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138559 ms
Total Talk Time (AGENT): 65789 ms
Total Talk Time (CUSTOMER): 60147 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ba85d550-eea6-4f35-a99a-19ac47706257_20250317T20:24_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling you from, uh, Claus Family D. How are you?
[AGENT][NEUTRAL] I'm fine, how are you?
[CUSTOMER][NEUTRAL] Doing well thank you. So I'm trying to verify insurance for a uh patient of ours um that has sales insurance and I was wondering if you can help me out here to verify it and see if they're eligible.
[AGENT][NEUTRAL] Yes, I can look up the eligibility list. What's the policy number, please?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02141438.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. If I could have a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, is there anything else at all that I can tell you about the policy besides just the eligibility?
[CUSTOMER][NEUTRAL] Um, we are the out of network, so if you can give me that information, possibly, uh, fax it over to me.
[AGENT][POSITIVE] Sure, absolutely. What's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. OK, great. I will certainly do that. Um, now this, these policies don't actually have a uh uh network. What we do is we, we pay a percentage of the UCR, but I will be glad to send that to you. Uh, you should be getting it in just a few seconds. It will be listed under APL care team. I mean you're looking for the, uh, person who's sending it to you. Now, is there anything else that I can tell you about this policy before I send off this fax?
[CUSTOMER][NEUTRAL] Um, let me see here.
[CUSTOMER][NEUTRAL] Would it, would the fax information give me the ceiling coverage and all?
[AGENT][POSITIVE] Yes, everything that is covered on, yes, ma'am. Everything that is uh covered on this policy will be listed on this fax and I just sent it to you.
[CUSTOMER][NEUTRAL] For treatment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that is all ma'am.
[AGENT][POSITIVE] OK, well, thanks for contacting us.
[CUSTOMER][NEUTRAL] I just wanted to make sure he was active, OK.
[AGENT][POSITIVE] Oh, yes, yes, he certainly is.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for contacting AP you have a good day. You too.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] You too