AccountId: 011433970860
ContactId: 5055f0ab-b58d-424d-bb0c-9aeef5adb62d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93510 ms
Total Talk Time (AGENT): 31157 ms
Total Talk Time (CUSTOMER): 57309 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/5055f0ab-b58d-424d-bb0c-9aeef5adb62d_20250324T21:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Buena Vista Urgent Care in the state of [PII], and I need to just verify, um, the effective date of a plan for a member.
[AGENT][POSITIVE] I'd be happy to assist with it effective today today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number hm.
[CUSTOMER][NEUTRAL] Let's see outpatient 022 it's the benefit certification number is that what you're looking for?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, 022 03089 Mike Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is from [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I'm showing the effective date was the birthday [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Perfect. And this picks up the co-payment on the primary insurance? OK, perfect. Is there a reference number for our call today?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Is there anything else I can assist with today?
[CUSTOMER][POSITIVE] That would be all, [PII] thank you so much have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APM have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.