AccountId: 011433970860
ContactId: 631622f6-fbf4-4360-998f-26c1f8a9a9d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114540 ms
Total Talk Time (AGENT): 59979 ms
Total Talk Time (CUSTOMER): 40338 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/631622f6-fbf4-4360-998f-26c1f8a9a9d1_20250211T21:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Ortho now to verify um if this patient's policy picks up their primary's urgent care co-pay.
[AGENT][NEUTRAL] OK, I can take a look there for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, it is 01568622 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah, and then if you like.
[AGENT][POSITIVE] OK, thank you so much for verifying.
[AGENT][NEUTRAL] Uh, the policy and you are calling to see if the policy will pick up the copay for a physician visit?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] For an urgent care.
[AGENT][NEUTRAL] Urgent care, OK, please be advised verifying benefits does not guarantee payment. I show the policy effective since [PII] and still active. For urgent care, it would be covered on the outpatient benefit which pays up to $1250 a calendar year. Uh, he does have that amount available at this time.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, do you have a reference number?
[AGENT][NEUTRAL] Yes, ma'am, to reference the call, you'll use my name, [PII] and today's date. Is there anything else I can help you with?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][POSITIVE] Oh, OK. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye thank you.