AccountId: 011433970860
ContactId: c6726845-34e6-4e08-905b-2576186dbd50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172539 ms
Total Talk Time (AGENT): 82425 ms
Total Talk Time (CUSTOMER): 62921 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/c6726845-34e6-4e08-905b-2576186dbd50_20250401T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi ma'am, this is [PII] from Doctor [PII]'s office. Um, I just want to double check if we, I'm trying to see if we are in network with APL or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with network, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you so much. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] There you, uh, can I just put you on a brief hold, ma'am I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oh, never mind. OK, fine, um, let me see.
[CUSTOMER][NEUTRAL] Uh, it's the, um, the Bell area, um, [PII].
[AGENT][NEUTRAL] OK, and then what is, yes, I can hear you. And what's the policy number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02609198.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up and
[AGENT][NEUTRAL] I do show that the policy is active. Um, Ms. [PII]'s date, effective date is [PII].
[AGENT][NEUTRAL] And I'm gonna need to transfer you on over to IMA um I'm sorry, web TPA so that they can um uh verify whether or not you're in network for this group. It's gonna be a brief hold while I transfer you. Let me give you that phone number just in case the call gets you'll have it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Alright then, what's the phone number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] I'm gonna repeat it, ma'am, OK? [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, and they'll let you know um as far as provider network goes it'll be a brief hold while I transfer you over. Is there anything else, Ms. [PII], I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Um, that's it, ma'am.
[AGENT][POSITIVE] OK, well, you have a good day and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] For questions about your privacy choices.