AccountId: 011433970860
ContactId: 4c8bd9a5-2a6b-44cf-9ec1-586c8f2ef430
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119480 ms
Total Talk Time (AGENT): 61677 ms
Total Talk Time (CUSTOMER): 49895 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/4c8bd9a5-2a6b-44cf-9ec1-586c8f2ef430_20250303T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just wanted to verify the gap insurance for a patient that came in today through the urgent care.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII] and it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 022 03089 ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] um [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see, for urgent care, that's covered under the outpatient benefit and we cover up to $6750 per calendar year and that's for the co-pay, the co-insurance and deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And can I have a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. My name is [PII]. It's spelled [PII] and my last initial is [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling APL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mm.