AccountId: 011433970860
ContactId: 1ef2970a-0285-4817-a7b4-0d5cf9865b20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222570 ms
Total Talk Time (AGENT): 79117 ms
Total Talk Time (CUSTOMER): 59298 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/1ef2970a-0285-4817-a7b4-0d5cf9865b20_20250311T13:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] calling from Piedmont Urgent Care by Wall Street. I was, um, uh.
[CUSTOMER][NEUTRAL] Oh, I had a quick question in regards to a patient's policy. I'm not sure if you're able to help, or do I need to transfer?
[AGENT][NEUTRAL] Oh no, it's fine, Miss [PII]. Uh, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02549969
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And can you repeat the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Piedmont urgent care by Well Street.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Give me one second, let me check someone in, OK, if that's OK.
[AGENT][NEUTRAL] Sure. Yes, go ahead.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes ma'am, I'm here thank you for holding.
[AGENT][NEUTRAL] You're welcome. All right. And um may I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And um Miss [PII], the policy number is a little bit different and the one you provided to me was the dental. Uh, I do have a medical pulled up. Um, so let me know when you're ready and I can give you the correct number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so that's 0254.
[AGENT][NEUTRAL] 9966.
[CUSTOMER][NEUTRAL] 02549966
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Um, are, are you able to tell the, um, the facility that I work with is in network?
[AGENT][NEUTRAL] On this particular policy is a limited policy. This is a hospital indemnity, and there is no network. Like if the provider participates with multi-plan, they get that additional discount but it's not required.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, so we basically don't accept this, um.
[CUSTOMER][POSITIVE] OK, all right. I will let the patient know, um, but I do thank you so much for your help.
[AGENT][POSITIVE] Definitely.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today? Any uh information you need, benefits or anything like that?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well thank you for calling APR. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.