AccountId: 011433970860
ContactId: 4be49fcb-44f5-4db9-825d-9178caae62d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141800 ms
Total Talk Time (AGENT): 56091 ms
Total Talk Time (CUSTOMER): 47349 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/4be49fcb-44f5-4db9-825d-9178caae62d3_20250528T13:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I work for Total Access Urgent Care, and I'm calling to verify eligibility for a patient we're seeing today.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it is, hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, there we go um 01660281 ML8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] And the date of birth
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Um, I guess outpatient we're an urgent care facility.
[AGENT][NEUTRAL] OK, outpatient. OK. The, I can give you those benefits. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment. This policy coordinates with the primary insurance. Whatever the primary applies to their deductible co-pay or co-insurance only, we'll pay up to $5000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright thank you so much I appreciate your time.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.