AccountId: 011433970860
ContactId: 61aed0c7-a09e-453f-bb75-71b3be842822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112050 ms
Total Talk Time (AGENT): 35030 ms
Total Talk Time (CUSTOMER): 55580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/61aed0c7-a09e-453f-bb75-71b3be842822_20250604T19:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Cooper Urgent Care. I just need to check um eligibility for a patient.
[AGENT][POSITIVE] I'll be happy to assist with the eligibility.
[AGENT][NEUTRAL] Fax number for you?
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] Can I get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02584586.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] that's who it's under, but it's for a child. His name is [PII] 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 and to show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] All patient.
[AGENT][NEUTRAL] And where will treatment take place?
[CUSTOMER][NEUTRAL] Um, Cooper urgent care.
[AGENT][NEUTRAL] Is that gonna be billed as an office visit?
[CUSTOMER][NEUTRAL] So it already took place. It just had a
[CUSTOMER][NEUTRAL] It already took place on the weekend, but you guys were closed and we weren't able to um run the insurance, so I just had to like back.
[CUSTOMER][NEUTRAL] Put the notes in there just stating that it's eligible.
[AGENT][NEUTRAL] Oh, OK. Well, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, but that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mhm.