AccountId: 011433970860
ContactId: 567a4331-9f3e-4d65-b888-d5af47e3ebcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121339 ms
Total Talk Time (AGENT): 50260 ms
Total Talk Time (CUSTOMER): 43881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/567a4331-9f3e-4d65-b888-d5af47e3ebcc_20250311T18:05_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the immediate care of Hasle. I just wanted to verify that a patient has um benefits for today.
[AGENT][POSITIVE] I'd be happy to assist with benefits. I'm sorry, can you repeat your first name for me please?
[CUSTOMER][NEUTRAL] Just
[AGENT][POSITIVE] Just, OK, and just if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02555273.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and then the 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 do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] This is for um an urgent care.
[AGENT][NEUTRAL] OK, I do show a patient does have 4 urgent care visits per calendar year with the benefit amount of $100 per visit.
[CUSTOMER][NEUTRAL] That's so it's a co-payment?
[AGENT][NEUTRAL] No, that's her benefit amount. We'll pay $100 toward her urgent care and she's responsible for the rest.
[CUSTOMER][NEUTRAL] OK, and then is there a copay for for the visit?
[AGENT][NEUTRAL] No, she only has a benefit amount.
[CUSTOMER][NEUTRAL] Only the benefit amount, OK.
[CUSTOMER][NEUTRAL] OK, um, that'll be all. Can I just get a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] as in [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Bye bye.