AccountId: 011433970860
ContactId: f9b9063c-e9bf-44bb-aa6e-38b94504fbdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267359 ms
Total Talk Time (AGENT): 95830 ms
Total Talk Time (CUSTOMER): 54016 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f9b9063c-e9bf-44bb-aa6e-38b94504fbdd_20250514T13:44_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, my name is [PII]. I am a provider and I wanted to kind of see if I was either in you all network or what would I need to do to be in network.
[AGENT][NEUTRAL] OK, and I apologize your name is again?
[CUSTOMER][NEUTRAL] Daddy is [PII].
[AGENT][NEUTRAL] Well, uh, with our company it's not a major medical insurance company, so we really don't have a network. It's just in regards to medical or dental?
[CUSTOMER][NEUTRAL] Uh, mental health
[AGENT][NEUTRAL] Mental health. Do you have a policy number as in regards to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 026.
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] 102.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] OK, thank
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] awesome thank you so much. Give me one moment please.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And let me pull her date of birth.
[CUSTOMER][NEUTRAL] I'm sorry, let me, let me pull her file. I didn't have her file open.
[AGENT][NEUTRAL] No, no, you're fine. I just needed to uh verify the type of policy she has because like I said, we're not a major medical insurance company and so we really don't have a network. Our policies are just open.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, we're
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm pulling her her file up.
[AGENT][POSITIVE] Oh, no rush, you're good.
[CUSTOMER][NEUTRAL] And I had
[CUSTOMER][NEGATIVE] I didn't think they have it available.
[AGENT][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] Her date of birth is [PII] sorry [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much, [PII]. Um, well, her policy is a limited medical indemnity plan. She can go to a multi-plan provider, but it's not a requirement. So as far as, um, want to know how to participate with multi-plan, you can contact them and give their phone number and or email address.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I'm here. What's there. I'm ready.
[AGENT][NEUTRAL] OK, um, their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And their email address is or their website is [PII].
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] OK. Well, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, I thank you so much for calling APL, Mr. [PII]. Have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Mhm, bye.