AccountId: 011433970860
ContactId: 29e4fd95-b0d7-4a7a-b924-9c3819c2c0ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133320 ms
Total Talk Time (AGENT): 48490 ms
Total Talk Time (CUSTOMER): 68905 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/29e4fd95-b0d7-4a7a-b924-9c3819c2c0ac_20250102T16:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm calling from Nicholas [PII] the Outpatient Center, uh.
[CUSTOMER][NEUTRAL] I just need to verify a gap insurance from a patient that we got on the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number of the member?
[CUSTOMER][NEUTRAL] Uh, well, the number that I have here on the insurance card, it's 15493. That's the one that I see here as the group number.
[AGENT][NEUTRAL] No, I need a policy number. It should say policy or er number, inpatient or outpatient cert number, do you see that on there?
[CUSTOMER][POSITIVE] Oh yeah, yeah, and you're totally right. So outpatient benefit certification number, it's gonna be 0 1982194 M as Michael L as Louis, number 8.
[AGENT][NEUTRAL] Thank you, [PII] and can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Spell her first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, for urgent care.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] [PII] has outpatient benefits.
[CUSTOMER][POSITIVE] Perfect, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of $7900 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] OK perfect thank you so much that's that's gonna be all for today. uh, also can I have a reference number so I can put it on my notes?
[AGENT][NEUTRAL] Unfortunately we don't provide reference numbersnila, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your assistance have a nice day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. You have a great one as well.
[CUSTOMER][POSITIVE] Thank you bye bye.