AccountId: 011433970860
ContactId: fee6c046-785c-4f92-8bd2-ba63d83adb06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226830 ms
Total Talk Time (AGENT): 111770 ms
Total Talk Time (CUSTOMER): 88907 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/fee6c046-785c-4f92-8bd2-ba63d83adb06_20250618T19:05_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with the provider's office to verify if we are in network or if they're, yeah, if we're in network.
[AGENT][NEUTRAL] OK, [PII], so you have a question regarding network on a member's plan, is that correct? OK, you say yes ma'am, I can try and help you with that or direct you as to who you would need to speak to. So first off, um, what is the, a good, well, first off, what is a good callback number for you please?
[CUSTOMER][POSITIVE] Yes please, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It would be what's the number here [PII].
[AGENT][NEUTRAL] OK, thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] 016820887
[AGENT][POSITIVE] OK, [PII] thank you one moment please.
[CUSTOMER][NEUTRAL] Go through this door right here.
[CUSTOMER][NEUTRAL] You she's Medicare and a supplement. She'll be fine.
[CUSTOMER][NEUTRAL] Like I have the benefit information, I just don't know about the network.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide would be a verification of benefits, not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, that would be [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so on this particular plan.
[AGENT][NEUTRAL] This is not a network plan, so there is, he can, he can select any provider to go to, yes ma'am.
[CUSTOMER][POSITIVE] So he can use it anywhere just OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, that's what I thought because I already got all the benefit info off and um um let me see, does he have a deductible or is it just they cover the $75 and that's it for office visits and then.
[AGENT][NEUTRAL] That is correct. This is not a major medical insurance it is a limited benefit plan. Yes ma'am, and when you got the benefits on him, um, already, did they give you the person you spoke to, did they give you our portal website that you should be if, if you all end up filing a claim? OK.
[CUSTOMER][NEUTRAL] That's it. OK, I do that.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][POSITIVE] Got it perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh no, no, that would be great.
[AGENT][NEUTRAL] So we do have a portal and once a claim has been processed by APL you should be able to check claim status there [PII] and the website that you would go to to register for that is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Secured mhm.
[AGENT][NEUTRAL] Uh-huh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. OK, great, that's perfect. Awesome, wonderful, alright, um, and is there a reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uh, you would actually use my name along with today's date.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] [PII], that's OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and was there a last initial? do I have to put that in there?
[AGENT][NEUTRAL] Uh, if you need it, you can have it. It's [PII].
[CUSTOMER][POSITIVE] OK, I just wasn't sure because usually they give that plus to today's date. Alright, no worries, thank you so much.
[AGENT][POSITIVE] Oh, yeah. OK. Well, then if that's all I can help you with, thank you again for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] Yep, that's it.
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.