AccountId: 011433970860
ContactId: ccf97e78-b68b-4196-9858-91adb1faf401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290500 ms
Total Talk Time (AGENT): 47692 ms
Total Talk Time (CUSTOMER): 54900 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ccf97e78-b68b-4196-9858-91adb1faf401_20250429T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Mobile Bay Demo. I'm just calling in hopes to check in to see if y'all were in network with us and if I can get a patient's eligibility and benefits.
[AGENT][POSITIVE] Yes, of course.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, policy number is going to be 02514855.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. There's no extension.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth, please?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Patience's first and last name is going to be [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. OK, and it looks like this policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, give me just a moment. I'll see what kind of policy they have.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Hold
[AGENT][NEGATIVE] OK, and it looks like there is no network.
[AGENT][NEUTRAL] For this policy, it pays by UCR.
[CUSTOMER][NEUTRAL] You said it pays by UCR? Is there a fee schedule at all?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me double check for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right, I've got that in there.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, this is not on the fee schedule.
[CUSTOMER][NEUTRAL] You said it's not on the schedule?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Alrighty, hold on one second for me.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] Alrighty, yes ma'am, thank you so much, um, and then I'll I'll give you a call back soon.
[AGENT][POSITIVE] OK, that sounds good.
[CUSTOMER][POSITIVE] Alrighty, have a bless her.
[AGENT][POSITIVE] OK, yeah. Yes, thanks for calling APL. Have a good day.