AccountId: 011433970860
ContactId: 5eedf6e6-638d-4d28-8e92-2c10337579d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154050 ms
Total Talk Time (AGENT): 80061 ms
Total Talk Time (CUSTOMER): 52258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/5eedf6e6-638d-4d28-8e92-2c10337579d6_20250410T19:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Nicholas Children's Miami Lakes, uh, patient center. I had a mutual patient come in for urgent care service. I just wanted to see if the insurance was active.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, just let me advise you that verification of coverage does not guarantee payment of claims. Um, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, my name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is 246-576-7 ML5.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and just submit advise you the verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] Let's see. It looks like he does have a new policy, he does have a new policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Can I get the new one please?
[AGENT][NEUTRAL] Yes, the new policy number is 02.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 141817.
[AGENT][NEUTRAL] And the effective date was [PII] and the policy is still active. You said this is for an urgent care visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. That'll be covered under the outpatient benefit and for outpatient, we cover up to 7900 per calendar year for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK perfect thank you can I just get your name and a reference number?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name in today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all thank you so much for all of your help.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You as well thank you bye.