AccountId: 011433970860
ContactId: c57fd4c8-ffb6-4b16-bffa-e021fe7ba02a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151710 ms
Total Talk Time (AGENT): 46996 ms
Total Talk Time (CUSTOMER): 67850 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/c57fd4c8-ffb6-4b16-bffa-e021fe7ba02a_20250528T15:52_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a medical provider's office. Um, I was calling because we have a patient just come to our office with an APL card and, um, we have never seen one before, so we're just trying to see whether or not we are in network or if there's a network that needs to be.
[CUSTOMER][NEUTRAL] Uh, you know, enrolled in.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02573340.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the date of birth
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know if this policy had a providers list?
[CUSTOMER][NEUTRAL] Yeah, I just wasn't sure if we were like in network with this policy or not or if like we needed to be in network to see this patient with it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I can help you with that. This policy doesn't have a list of providers that coordinates with the primary insurance.
[CUSTOMER][NEUTRAL] OK, I had a feeling that might be the case and, and what we have on file for the patient is uh a Blue Cross policy does it show that on your guys' end as well?
[AGENT][NEGATIVE] It doesn't.
[CUSTOMER][NEUTRAL] No, OK, so just whatever her, her primary insurance would be the, uh, you guys would coordinate with that?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] We, uh, pick up whatever they apply to their deductible copay or co-insurance up to a certain amount depending on what type of service it if it's outpatient inpatient or.
[CUSTOMER][POSITIVE] OK, perfect. No, that makes sense then so uh we should be good to go then. So thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] Thank you [PII] for calling APO. You have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.