AccountId: 011433970860
ContactId: 55dd76cd-5814-42fc-8669-36921491d8b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156190 ms
Total Talk Time (AGENT): 73274 ms
Total Talk Time (CUSTOMER): 69529 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/55dd76cd-5814-42fc-8669-36921491d8b0_20250106T20:14_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Nichola's Children West Ko Urgent Care.
[AGENT][NEUTRAL] Mhm. How can I help you, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I have a patient here that's here for the urgent care and um I wanna know if they're um if they have active the secondary insurance.
[AGENT][POSITIVE] Yeah, I can help you with some eligibility today. Do you mind if I get a good call back number from you real quick, please?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful, thank you. And what's that member's policy number?
[CUSTOMER][NEUTRAL] It is 01611744 M as in Mary, L as in Larry, and 8, the number.
[AGENT][POSITIVE] Thank you. I appreciate that. And your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. I do see your member is current and active and has an effective date of [PII].
[CUSTOMER][NEUTRAL] They're they're inactive.
[AGENT][POSITIVE] They are active. I'm sorry.
[CUSTOMER][NEUTRAL] They're active? OK and then what was the active date again? I'm so sorry.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII], I think I said [PII], but it might have been [PII]. [PII], let me go back to it.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]? Perfect. And then um what is there out of, out of um like urgent care or like outpatient benefits?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You betcha. So they do have an outpatient benefit. I'm sorry, pardon me.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] An outpatient benefit of $1500 per calendar year. Granted, that's just a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And none has been used so far with the new year correct?
[AGENT][NEUTRAL] I don't believe so, but let me take a quick second to check for [PII], I'm sorry, I might have got that wrong.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am not showing anything for the [PII] calendar year on file so far.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect.
[CUSTOMER][NEUTRAL] Alright and then do you guys give out reference number?
[AGENT][NEUTRAL] We do. It's my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much I really appreciate your help today.
[AGENT][POSITIVE] Hey, my pleasure, Ms. [PII]. Thanks for calling APL. Hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.