AccountId: 011433970860
ContactId: 375af99e-0a3e-45e7-8d26-c51657d1af4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155360 ms
Total Talk Time (AGENT): 69079 ms
Total Talk Time (CUSTOMER): 63860 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/375af99e-0a3e-45e7-8d26-c51657d1af4f_20250103T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is Piedmont Urgent Care. My name is [PII]. I'm calling in regards to a patient who presented to the urgent care to receive care. Are you able to, um, assist me with verifying her eligibility?
[AGENT][NEUTRAL] Certainly [PII], what is your callback number if we were disconnected please before getting started?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. And what is that policy number, please? Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Policy number let's see, I have 02541926.
[AGENT][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah let me just repeat that to you. I have that as 02541926. Thank you.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have a [PII] date of birth [PII].
[AGENT][POSITIVE] OK, thank you very much for that verification process and you're calling for thank you urgent care. One moment please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, her policy shows effective as of [PII] and it shows active and bear with me, let me check for urgent care.
[CUSTOMER][NEUTRAL] When, um, what was the date on the effective policy?
[AGENT][NEUTRAL] I'm so sorry, it was [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I do not show an urgent care benefit. Um, this is basically for inpatient and surgery. I did not show a benefit for an urgent care visit. I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. Uh, I'll just let her know, um, we do have, um, a rate, um, for self pay that she can be seen at.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII], thank you very much.
[CUSTOMER][NEUTRAL] You said inpatient and what was the other one?
[AGENT][NEUTRAL] OK, I'm so sorry, let me go back to that.
[AGENT][POSITIVE] No problem. It was um for inpatient um confinement and also for surgery done in physician's office or facility.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome and have a great day, [PII]. You too, take care bye bye.
[CUSTOMER][POSITIVE] You have a good day thank you you too bye bye.