AccountId: 011433970860
ContactId: 1d81f48c-40a7-407e-b36a-d7a4c685e59a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217479 ms
Total Talk Time (AGENT): 85099 ms
Total Talk Time (CUSTOMER): 91548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/1d81f48c-40a7-407e-b36a-d7a4c685e59a_20250515T20:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Austin Regional Clinic trying to verify insurance for a mutual patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see, and Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, they gave me 02622726.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] OK, thank you so much, give me one quick moment I'm sorry. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, you're OK. And then again, I apologize, what was your name again?
[AGENT][NEUTRAL] Uh, [PII] last initial [PII] I almost forgot how to say my name, [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] It's OK, thank you, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing, hello?
[CUSTOMER][NEUTRAL] Thank you for calling Austin Regional Clinic. We are constantly expanding our online services to meet your healthcare needs. You can schedule or reschedule online at [PII] or from the ARC MyChart app for most appointments. You can also visit [PII]. [PII], are you still there?
[AGENT][NEUTRAL] I'm here, yes, ma'am.
[CUSTOMER][POSITIVE] Sorry about that. Go ahead.
[AGENT][NEUTRAL] No, you're fine. I'm showing her effective date is [PII] and she is active on the policy. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So in order to build this insurance, what address do we use to build the insurance, and who's the, what's the billing name for the insurance?
[AGENT][NEUTRAL] Uh, the mailing address is [PII].
[AGENT][NEUTRAL] [PII], and it should be attention IMA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Attention.
[CUSTOMER][NEUTRAL] And is it, is, uh, her insurance like the multi plan?
[AGENT][NEUTRAL] She can go to a multi plan provider.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. And then, uh, [PII], do you know if there's any like office visit co-pay for medical or a specialist copay for medical or office?
[AGENT][NEUTRAL] Well, the policy she has with us is a limited indemnity plan and there's no co-pay. There's just a max we will pay for an office visit for a sickness or an injury.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm and then is there a reference number for today's call [PII]?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] [PII]. I really appreciate your help and I hope you have a great day, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you for your help bye bye.