AccountId: 011433970860
ContactId: 1d868895-67ca-4e1a-9407-c44896adcf5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396380 ms
Total Talk Time (AGENT): 66000 ms
Total Talk Time (CUSTOMER): 45219 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/1d868895-67ca-4e1a-9407-c44896adcf5f_20250103T20:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over at Midlands Family Urgent Care. I'm just calling to try and verify, um, an insurance and get, um, a co-pay.
[AGENT][NEUTRAL] OK, I can't hear you at all.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK. Can you speak a little louder?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify an insurance.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] at Midlands Family Urgent Care.
[AGENT][NEUTRAL] OK, [PII], and you're needing to verify urgent care benefits, OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, that is 02575996.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. Give me one moment to pull up your file OK?
[CUSTOMER][NEUTRAL] guys
[AGENT][NEUTRAL] Just a few minutes please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] System is just a little slow.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, here we go. Verify the patient's name and date of birth for me, please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][NEUTRAL] OK, I'm sorry, [PII], I can barely hear you.
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][NEUTRAL] OK, I missed the first name?
[CUSTOMER][NEUTRAL] Name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I show the policy effective date is [PII]. Policy is active at this time.
[AGENT][NEUTRAL] And one moment.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And so the urgent care um service can be considered under the outpatient benefits um that benefit is up to.
[AGENT][NEUTRAL] $1000 per covered person per calendar year.
[AGENT][NEUTRAL] And of course the information provided is verification. It does not guarantee payment of a claim, don't show any claims on file for this patient at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have any other questions we can assist with today?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.