AccountId: 011433970860
ContactId: e81e5a32-e6b1-40ac-95e6-b0b44aaf02c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265540 ms
Total Talk Time (AGENT): 79350 ms
Total Talk Time (CUSTOMER): 112678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e81e5a32-e6b1-40ac-95e6-b0b44aaf02c8_20250611T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, well, what's your name? I'm sorry.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hi, how are you, ma'am? I'm calling from South Florida Pediatrics urology. I would like to know if uh um we are in a network with you guys.
[AGENT][NEUTRAL] We don't have a network.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Um, OK. So, I'm going to have a new patient in our practice. Uh, how that works with you? I, I believe that you are like a supplementary insurance or you are an insurance?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's 023.
[CUSTOMER][NEUTRAL] 37502 ML
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][NEUTRAL] OK, thank you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is, uh, the first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]. It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, showing the effective date of his date of birth is [PII]. He is active and this is a secondary supplemental plan.
[CUSTOMER][POSITIVE] OK, and how that works? I'm sorry.
[AGENT][NEUTRAL] Well, the policy is secondary, we don't have a network and the way it works is after primary insurance has processed the claim, we help with what they apply towards deductible, co-pay, or co-insurance for services in an outpatient facility or inpatient in the hospital.
[CUSTOMER][NEUTRAL] OK. Uh, mm, can you give me the information of the deductible of this patient for a specialist? And how much it would be, uh, you know, if they need to pay?
[AGENT][NEUTRAL] There is no deductible under this policy, um, but office visits are not covered.
[CUSTOMER][NEUTRAL] Knock over?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what, what it would be, uh, the, the claim, the PO box or claim that we can, you know, submit the claims.
[AGENT][NEUTRAL] PO Box 248.
[CUSTOMER][NEUTRAL] A PO box
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII] City, Oklahoma.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I dash, what is it?
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] OK, and uh um how much do you guys cover?
[AGENT][NEUTRAL] Well, I told you office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] So the the patient can use uh the supplementary uh to see us here, right?
[AGENT][NEUTRAL] Not for an office visit, no, it's not covered under the plan.
[CUSTOMER][NEUTRAL] OK, ma'am. OK. Do you have a reference number for me, please?
[AGENT][NEUTRAL] Uh, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK. OK, perfect.
[CUSTOMER][NEUTRAL] And your first initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much, ma'am. Have a blessed day.
[AGENT][POSITIVE] You're welcome. You too. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mm bye bye.