AccountId: 011433970860
ContactId: 4d9b7e23-9fc7-4341-9e0c-a3d6d43a4e49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160100 ms
Total Talk Time (AGENT): 86560 ms
Total Talk Time (CUSTOMER): 58709 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/4d9b7e23-9fc7-4341-9e0c-a3d6d43a4e49_20250407T18:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from Laouche Medical Group, um, Saint Charles Urgent Care specifically. We have a patient who presented an APL cord, and I'm trying to determine exactly what coverage this patient has through the APL policy.
[AGENT][POSITIVE] I'll be glad to look that up, [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] It is 02501204.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you. And uh
[AGENT][NEUTRAL] Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you.
[AGENT][NEUTRAL] Now, the, the thing about the policy is that it's dental. So let me see if he doesn't have any medical policy with us. He might, um,
[AGENT][NEUTRAL] We might have a medical policy with us.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] So his medical policy that, first of all, the policy that he gave you, um, it's great, but it's dental, um, and so it's, and it is active but it's not gonna help us. So, um, what we need to do is look at his medical. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's, I tried to tell him.
[AGENT][NEUTRAL] So what we need to do now is look at his medical policy. The medical policy is.
[AGENT][NEUTRAL] Uh, administered by somebody other than ourselves, so their phone number is called Webb, W E B as in web, TT, T as in Tom, P as in Papa, A as in Alpha, and their phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if he has any questions, I'll be glad to let him know. Yeah, but if he does have any questions, I'll be glad to confirm that.
[CUSTOMER][NEUTRAL] OK, that's what I thought.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought. He came outside of office hours and it was insisted that this was his medical insurance and we couldn't make him understand differently, so I'm just kind of digging into it trying to figure out where the real medical is because I figured this was dental only because the card says dental, but he wasn't understanding that.
[AGENT][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] Sure. No, no, I get it. Yeah, well, if, uh, yeah, but that's it. Um, now is there anything else at all that I may help with [PII]?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Um, if I can just get a reference number please?
[AGENT][NEUTRAL] Sure, um, my name is [PII]. The first letter of my last name is [PII], and we're going to use that in our, uh, today's date as a reference.
[CUSTOMER][POSITIVE] Alright perfect thank you so much you have a great day.
[AGENT][POSITIVE] Mhm. Thanks for contacting