AccountId: 011433970860
ContactId: 0ddce672-0f1e-45e3-8ed5-0b93904f1039
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299339 ms
Total Talk Time (AGENT): 82702 ms
Total Talk Time (CUSTOMER): 99581 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/0ddce672-0f1e-45e3-8ed5-0b93904f1039_20250407T14:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling because I need, um, insurance eligibility and information for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] You have a
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] And my number is, hold on just a moment.
[CUSTOMER][NEUTRAL] Alright, what's our number here uh huh it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do not I do not have any information.
[AGENT][NEUTRAL] I do not. I do not have any information.
[AGENT][NEUTRAL] OK, the last name?
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a moment pulling it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of benefits for these that you were needing?
[CUSTOMER][NEUTRAL] Um, I'm needing the co-payment and I'm needing the insurance, the ID number.
[CUSTOMER][NEUTRAL] I think that's 2
[CUSTOMER][NEUTRAL] He all he had was the number to call, he said that he just got this policy.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So are you in a doctor's office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have his date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, it shows the policy is effective [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Pulling up his policy.
[AGENT][NEUTRAL] OK, so for physician's office visit, this plan will pay $75 per day to a max of 6 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's and then for the clinic?
[AGENT][NEUTRAL] Uh, this would be for urgent care facility, physician's office.
[AGENT][NEUTRAL] Is it getting like any type of specific procedures done or anything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, he's just seeing the doctor.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and do you have um.
[CUSTOMER][NEUTRAL] An insurance number for me?
[AGENT][NEUTRAL] Oh yes, his policy number, it's 25, yeah 2599416.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK 259.
[CUSTOMER][NEUTRAL] 9416.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then you said it was $75 per day. It'll cover up to $75.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and, and then what's the insurance company name? it was American.
[AGENT][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and then is there a group number or anything that needs to go with it?
[AGENT][NEUTRAL] Uh, group number, let's see here.
[AGENT][NEUTRAL] His group number is 25811.
[CUSTOMER][POSITIVE] OK, I think that's all I needed.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] All right thank you have a good day too.
[AGENT][NEUTRAL] Bye.