AccountId: 011433970860
ContactId: e34c89ec-5292-4374-a283-a81b918e3e71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171259 ms
Total Talk Time (AGENT): 77634 ms
Total Talk Time (CUSTOMER): 69333 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e34c89ec-5292-4374-a283-a81b918e3e71_20250217T19:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling in from a provider's office and I'm just trying to check if a member um has out of network benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you with those network benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] It is 02581912.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name [PII] Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be such a pleasure to assist, assist you with network information on this policy. Now I'm showing that the policy is active with the effective date of [PII].
[AGENT][NEUTRAL] This is a limited indemnity policy.
[AGENT][NEUTRAL] It does participate in the multi-plan network but there's no contractual involvement in the processing of our claim.
[AGENT][NEUTRAL] So network participation is not required in the processing of the claim for benefits.
[CUSTOMER][NEUTRAL] I see. OK. Um.
[CUSTOMER][NEUTRAL] If that doesn't matter I guess then do.
[CUSTOMER][NEUTRAL] Is prior authorization required for diagnostic imaging? Is that something I can look into as well?
[AGENT][NEUTRAL] Authorization is not required.
[CUSTOMER][POSITIVE] Perfect. OK, great.
[CUSTOMER][NEUTRAL] Well then that is easy for me. Um, is there, is there a call reference number or anything like that that you guys um provide for phone calls?
[AGENT][NEUTRAL] Sure, it would be my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] And the first initial last name [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] And it's been a pleasure to assist you with that network information for this policy. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] I don't believe so. Thank you so much. uh, happy Monday. Have a great rest of your week.
[AGENT][POSITIVE] Oh thank you [PII]. It's been such a pleasure. Thank you for calling APL. I hope you have a great Monday and a wonderful week as well. Stay safe.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.