AccountId: 011433970860
ContactId: 65d3c4f5-a106-4a9c-a7ed-79eb6880340b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202839 ms
Total Talk Time (AGENT): 70270 ms
Total Talk Time (CUSTOMER): 41642 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/65d3c4f5-a106-4a9c-a7ed-79eb6880340b_20250314T12:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the Piedmont urgent care in [PII]. I was calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, I can definitely help you with the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, a good number is [PII], and the policy number is 02573914.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, urgent care.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold while I get the benefits for you?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I thought I had on base up.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So this policy is a hospital indemnity policy, so it's a limited uh benefit policy. So for this, there's no coverage for urgent care. It would be more so like hospital admission, confinement or if there's surgery like outpatient or in a physician's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But say they did choose to go to the hospital, um, their coverage would work there.
[AGENT][NEUTRAL] Um, if they're admitted to the hospital or confined to the hospital.
[CUSTOMER][POSITIVE] OK, OK, I understand, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's everything thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.