AccountId: 011433970860
ContactId: 56d105ea-828b-4c23-a7bb-3f82c5fe7625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192460 ms
Total Talk Time (AGENT): 93076 ms
Total Talk Time (CUSTOMER): 84201 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/56d105ea-828b-4c23-a7bb-3f82c5fe7625_20250310T20:12_UTC.wav
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[CUSTOMER][NEUTRAL] OK, OK, so I have to call. Give me just a moment please.
[AGENT][NEUTRAL] Thank you for calling. This is [PII]. How may I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You know if you call his insurance company, then they can tell you what PCPs he could use. Just we're an urgent care. We're not a PCP. Thank you. I'm so sorry about that.
[CUSTOMER][POSITIVE] I apologize about that. Are you still there?
[AGENT][POSITIVE] Yes, I'm still here. How can I help you today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, yes, I was just calling because I have a patient here in the clinic who I'm needing to verify their benefits for.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, um, my name is [PII] and our callback number is [PII]. May I ask who I'm speaking with as well?
[AGENT][NEUTRAL] Yes, my name is [PII]. And Miss [PII], what's the name of your facility?
[CUSTOMER][NEUTRAL] Care now.
[CUSTOMER][NEUTRAL] And what's the first letter of your last name, ma'am?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you. Mine[PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, so I'll spell it for you. The first name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then last name is [PII], common spelling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number is 02586578.
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, looking at the policy for [PII], I do show that the policy is active and the effective date is [PII].
[CUSTOMER][NEUTRAL] Mo
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] This is a hospital indemnity plan.
[AGENT][NEUTRAL] And she has hospital admission benefit one day per calendar year of $500 and then if she's confined to the hospital, they have a $50 benefit that pays 30 days per calendar year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] She has uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, go ahead.
[CUSTOMER][NEUTRAL] And what about for an urgent care? Does this cover an urgent care visit?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um, she does have urgent care benefit that she gets 4, days per calendar year for accident or sickness, and it pays $50.
[CUSTOMER][POSITIVE] OK perfect thank you I greatly appreciate it.
[AGENT][POSITIVE] It's no problem at all, Miss [PII]. I hope you have a wonderful day. Anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No ma'am, that is all thank you. I greatly appreciate it.
[AGENT][POSITIVE] You're welcome. You're welcome you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.