AccountId: 011433970860
ContactId: 46fa468e-c435-468a-a5d7-5c79f43aab34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108720 ms
Total Talk Time (AGENT): 60033 ms
Total Talk Time (CUSTOMER): 47812 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/46fa468e-c435-468a-a5d7-5c79f43aab34_20250506T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm calling with Total Access Urgent Care, and I was just calling to verify eligibility for one of our patients.
[AGENT][POSITIVE] Alrighty, I'll be glad to help you and you said your name was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, [PII], go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 02520703.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am it's gonna be [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] Yeah, last name is [PII] First name is [PII] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, looks like [PII] is the insured on this medical supplemental plan. They show the original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you own uh benefits. Is that correct, [PII]?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh no, that actually won't be necessary. I just needed an effective date and just that the insurance was active, so that's actually everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. And make sure you know that this is their medical supplemental plan, OK?
[CUSTOMER][POSITIVE] Perfect thank you so much for your help with that today.
[AGENT][NEUTRAL] All right. Yes, ma'am, [PII]. Is that all I can help you with?
[CUSTOMER][POSITIVE] That's everything thank you so much.
[AGENT][POSITIVE] OK, well, yes, ma'am, [PII], thanks for calling OPO. You have a great day.
[CUSTOMER][POSITIVE] OK, take care.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Mhm. Bye bye.