AccountId: 011433970860
ContactId: 5491e96e-fda4-4f67-ae9c-5343bafb280f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141960 ms
Total Talk Time (AGENT): 36318 ms
Total Talk Time (CUSTOMER): 64860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/5491e96e-fda4-4f67-ae9c-5343bafb280f_20250505T17:41_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist um Urgent Care.
[CUSTOMER][NEUTRAL] Uh, I have a patient that came to our urgent care and has APO as their secondary gap insurance and needed to verify if it's active.
[AGENT][POSITIVE] OK, I'd be happy to assist with the eligibility today, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] Sure, it's um [PII].
[CUSTOMER][NEUTRAL] And my extension, let me see if it says it here, bear with me one second.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh, let's see, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02363915 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] The date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I do show the urgent care will fall under the outpatient calendar year maximum of $1000.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, let's see, and if you can stay online, I have another one.
[AGENT][NEUTRAL] Same policy number or a different policy number?
[CUSTOMER][NEUTRAL] If possible.
[CUSTOMER][NEUTRAL] Different
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Let's see if I can find it here.
[CUSTOMER][NEUTRAL] Actually I would have to call back because I gotta look it up.
[AGENT][NEUTRAL] OK. Well, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] Bye bye.