AccountId: 011433970860
ContactId: 49817b7b-1649-4869-82f0-4f3792d5c6b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146800 ms
Total Talk Time (AGENT): 54889 ms
Total Talk Time (CUSTOMER): 68686 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/49817b7b-1649-4869-82f0-4f3792d5c6b5_20250502T14:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] A. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm currently calling from Baptist Hospital and our urgent care. We have a patient that came in and has APL as a secondary insurance. Is it OK if I can verify it with that, uh, verify it with you today?
[AGENT][POSITIVE] Yes, I can help with that and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] The policy number is 02559265.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The first name is [PII] Last name [PII] Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. While I'm looking that up, if I could just have a callback number please, the event that we're disconnected?
[CUSTOMER][NEUTRAL] So my phone number is under
[CUSTOMER][NEUTRAL] Let me see here [PII].
[CUSTOMER][NEUTRAL] [PII]. My extension is [PII].
[AGENT][POSITIVE] I appreciate that the policy went into effect on
[AGENT][NEUTRAL] Uh, [PII], it is active. Now, for urgent care services, this policy will pick up the deductible, co-payment or co-insurance up to $500 per calendar day. That's just a verification then it's not a guarantee of payment.
[AGENT][NEUTRAL] But that is what the policy will do. It will, it will pay up to that amount.
[AGENT][NEUTRAL] Now, is, is there anything else that I can help with?
[CUSTOMER][POSITIVE] Alright, perfect.
[CUSTOMER][NEUTRAL] Um, only thing I would need is a reference number for this call, please.
[AGENT][NEUTRAL] Yes my name is [PII] and the first.
[CUSTOMER][NEUTRAL] Or a first name and.
[AGENT][NEUTRAL] Right, you know, that's fine. Uh, my name is [PII], and the first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right OK.
[CUSTOMER][NEUTRAL] these days.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you. I appreciate your time, [PII].
[AGENT][POSITIVE] OK, well thank you for contacting APL. You have a very good day. Thank you for calling.