AccountId: 011433970860
ContactId: bb24130a-b1c4-4b83-a525-425a6e407227
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84980 ms
Total Talk Time (AGENT): 30973 ms
Total Talk Time (CUSTOMER): 42132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/bb24130a-b1c4-4b83-a525-425a6e407227_20250225T15:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Agave Pediatrics. I'm just curious. I'm trying to load your, um, information for a patient's claim into our system, but I need to know which like network you guys work through so I know which of our providers are contracted.
[AGENT][NEUTRAL] Well, we don't have a network with our company, but what's the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh sure, um.
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] Policy number 02153310.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's baby boy [PII]. Date of birth for him is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, with this policy, it's a secondary supplemental plan, so we don't have a network of providers. It would depend on if the providers and network with their major medical.
[CUSTOMER][POSITIVE] OK perfect I'll just let her know and she can load it. OK, thank you so much I appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APM, Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mhm you too.