AccountId: 011433970860
ContactId: c4051b70-4b8a-4b1c-ab55-67c9cd82c635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149539 ms
Total Talk Time (AGENT): 79645 ms
Total Talk Time (CUSTOMER): 41066 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c4051b70-4b8a-4b1c-ab55-67c9cd82c635_20250612T16:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Comprehensive Spine and pain, and I'm calling to see if we're in network with the patient's insurance.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02637298.
[AGENT][NEUTRAL] OK, thank you and give me one moment, Ms. [PII]. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, let's see, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, with this policy, it's a limited medical indemnity plan, so we don't have a network of the policies is open to where they can go to any provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See, with his group, they can go to a multi-plan provider, but since it's been an indemnity policy, it just pay according to the plan, whether they go to a provider that participate with multi-plan or not.
[AGENT][NEUTRAL] And I'm showing us.
[CUSTOMER][NEUTRAL] OK, so it would be covered?
[AGENT][NEUTRAL] Yes, ma'am, uh, showing effective date of [PII] of this year.
[AGENT][NEUTRAL] Excuse me. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I just wanted to make sure because it looks like this might be just more specifically for like hospitals or emergency and we're a.
[CUSTOMER][NEUTRAL] Continuation like regularly see pain management.
[AGENT][NEUTRAL] Uh, they do have, well.
[AGENT][NEUTRAL] They have an um outpatient sickness benefit rider on the policy that does cover um outpatient or office ER urgent care with a limited amount of visits per year.
[CUSTOMER][NEUTRAL] What's the limit?
[AGENT][NEUTRAL] Up to 5 visits per year and not a guarantee of payment, just a verification of coverage. The max payable is $75 per day.
[CUSTOMER][POSITIVE] OK, I appreciate your help.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mm bye bye.