AccountId: 011433970860
ContactId: 35bfb536-20df-4c30-aa40-a86d86c66e91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199690 ms
Total Talk Time (AGENT): 76602 ms
Total Talk Time (CUSTOMER): 68303 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/35bfb536-20df-4c30-aa40-a86d86c66e91_20250127T17:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Chris's Trinity Clinic. Um, I was just calling to see if I could find out a member's ID number. Um, she is one of our patients informed me she uses this as her secondary insurance, but she doesn't have the number.
[AGENT][NEUTRAL] OK, yeah, we can look at the uh patient by name or we can look by social security number, whatever you have.
[CUSTOMER][NEUTRAL] OK, um, I have, I have both if you, if it's easier with the social, um, we have, uh, we have [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you for that [PII]. Let me take a look here one sec.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Hm, doesn't bring up anything initially.
[AGENT][NEUTRAL] Let me try.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hey, I'm just calling to confirm your appointment for tomorrow at [PII]
[AGENT][NEUTRAL] And is her last name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and then [PII], is that [PII]?
[CUSTOMER][NEUTRAL] Oh, it's uh [PII], it's [PII]
[AGENT][NEUTRAL] OK, why. Let me try by her name and see what I can find here.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, what is her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] All right, thank you so much. So the patient does have an active plan with us, uh, that policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Uh, that policy number is gonna be 02156200.
[CUSTOMER][NEUTRAL] OK, alright, thank you ma'am, and you may not know the answer to this one if this is a secondary, um, do you know if this plan will usually pick up a copay from a primary insurance?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so it picks up any deductible, co-pay, or co-insurance of primary does not, and the outpatient benefit for the calendar year looks like it's 2400.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right I appreciate it thank you ma'am.
[AGENT][POSITIVE] You're welcome. You have a great rest of your day.
[CUSTOMER][POSITIVE] All right you too.
[AGENT][NEUTRAL] Uh bye-bye.
[CUSTOMER][NEUTRAL] Bye.