AccountId: 011433970860
ContactId: 1ae10756-f163-4fa6-a1c0-3a7950bc737e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164880 ms
Total Talk Time (AGENT): 69689 ms
Total Talk Time (CUSTOMER): 58030 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/1ae10756-f163-4fa6-a1c0-3a7950bc737e_20250610T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from Nichola's Children West Kendo Urgent Care. How are you?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][POSITIVE] Good good I'm just calling on behalf of um a patient of mine that's here for urgent care to see if they're um active with you guys.
[AGENT][NEUTRAL] OK, I can check to make sure that policy is active. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you and do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number that I have here, it's gonna be 018543559.
[CUSTOMER][NEUTRAL] M as in mom, L as in lamb, and the number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] So the member's name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with copay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, is there any, yeah, are you able to let me know if there's like how much is remaining?
[AGENT][NEUTRAL] Sure, give me just a moment.
[CUSTOMER][NEUTRAL] If they've used anything yet.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of course I will let you know verification of coverage is not a guarantee of payment for claims, so that total outpatient benefit is $1500 per calendar year. Give me just a minute, let me see if any of that has been used.
[AGENT][NEUTRAL] OK, so [PII] has not used any of that benefits so far this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a reference number I can use?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. My surname is spelled [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect and then today's date correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right thank you so much I really appreciate your help today.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you bye bye