AccountId: 011433970860
ContactId: de335222-7cdd-48e0-9fba-502cfc75e609
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131979 ms
Total Talk Time (AGENT): 63739 ms
Total Talk Time (CUSTOMER): 56175 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/de335222-7cdd-48e0-9fba-502cfc75e609_20250502T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling from, um, radiology and imaging specialist. I'm calling from a like a free standing radiology facility. I'm calling to see if we are, what type of insurance this is. I've never heard of it. I'm trying to see if we're a network or if it requires all, all these things.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh sure, yeah, OK, I can get that policy pulled up and see what kind that is and give you all that information. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Um, so what I have is um 01819429 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays as it is very dependent on whoever they have as their primary, as long as they're willing to pay this policy can, so it's not a part of any network, does not require any authorization, anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that's what I needed to know and then can I just get your name and a reference number for our call?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] last initial [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] No ma'am that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.