AccountId: 011433970860
ContactId: 11e2e60c-08f4-4c72-a8d0-5f8a72f89edb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199440 ms
Total Talk Time (AGENT): 83925 ms
Total Talk Time (CUSTOMER): 47067 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/11e2e60c-08f4-4c72-a8d0-5f8a72f89edb_20250113T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII], um, from Foster Care. I was calling to get benefits for a patient.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02446550.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you, um, it is.
[CUSTOMER][NEUTRAL] Let me get that. I'll call you back up in a moment. Excuse me, um, it is [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. And did you say you needed eligibility and benefit information?
[CUSTOMER][NEUTRAL] Yeah, um, I see this is a supplement and I was just seeing what it covers from the primary.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, we can assist you with that information. Um, I'm showing the policy effective date is [PII]. Policy is active at this time.
[AGENT][NEUTRAL] So this, this me link policy is secondary to the major medical plan?
[AGENT][NEUTRAL] I'm showing an inpatient hospital benefit. There is an outpatient benefit. Uh, there is a treatment writer uh for covered treatment performed in the office. Uh, there is a lab.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Over urgent care.
[AGENT][NEUTRAL] Urgent care?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, let me look and see that may fall under the outpatient benefit one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, urgent care does fall under the outpatient benefit which is up to $500 per covered person per calendar day.
[AGENT][NEUTRAL] And that's for covered outpatient services.
[AGENT][NEUTRAL] And of course the information provided is verification, not a guarantee of payment, and it's urgent care and not ER correct?
[CUSTOMER][POSITIVE] That's right, yeah.
[AGENT][NEUTRAL] OK. All right. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, that'd be it. Um, do, do y'all provide reference numbers for calls?
[AGENT][NEUTRAL] You'll, you can use my name in today's date as reference. Uh it's [PII]
[AGENT][NEUTRAL] First initial of my last name is [PII].
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] No, that'll be it thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.