AccountId: 011433970860
ContactId: 4d83e561-6baf-4a1f-8065-2e0a16e25834
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160759 ms
Total Talk Time (AGENT): 73443 ms
Total Talk Time (CUSTOMER): 71041 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/4d83e561-6baf-4a1f-8065-2e0a16e25834_20250211T17:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon. My name is [PII]. I'm calling from Nichola's Children West Kendall Urgent Care. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you, Miss [PII]?
[CUSTOMER][NEUTRAL] Good, good. I'm calling on behalf of a patient that we have here in the urgent care and I wanted to know if they were active with their insurance and their benefits, please, if you don't mind.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, yes, I can assist you with benefits and eligibility. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Of course it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number that I have, it is 022.
[CUSTOMER][NEUTRAL] 86554.
[CUSTOMER][NEUTRAL] M as in Mary, L as in lamb, and the number 8.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, his, her name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And with this one, we do cover urgent care. This is subject to the outpatient maximum which is 1000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] None has been used, right?
[CUSTOMER][NEUTRAL] No that's a holiday.
[AGENT][NEUTRAL] I can check just to make sure, bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] As of today, they have not used their benefits for [PII], so they still have the full amount available.
[CUSTOMER][POSITIVE] Perfect, can I get your name and if you have a res uh reference number?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last [PII] is [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much so I really appreciate your help today.
[AGENT][POSITIVE] You're welcome, Miss [PII] and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hello.