AccountId: 011433970860
ContactId: 6a77d177-8c8a-49bb-999f-6daf41eb76c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167250 ms
Total Talk Time (AGENT): 58117 ms
Total Talk Time (CUSTOMER): 52134 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/6a77d177-8c8a-49bb-999f-6daf41eb76c6_20250508T20:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just trying to see if a patient has urgent care benefits.
[AGENT][NEUTRAL] OK, I can help you with urgent care benefits. Could I get your name and then the provider's name and the uh good callback number, sorry.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] for
[CUSTOMER][NEUTRAL] Um, my name is [PII]. The provider she's gonna see, I'm not sure which one she's gonna see because I have 3 of them here right now.
[AGENT][NEUTRAL] OK, just the name of the urgent care clinic. What's the name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Pmont urgent care by Well Street.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your callback.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Mm, give me two seconds, yes ma'am, 02.
[CUSTOMER][NEUTRAL] 567-7776
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh sure, effective [PII] policy is active. Uh, let me pull up those benefits.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Um, so it looks like they have a maximum benefit of $75 payable.
[AGENT][NEUTRAL] And up to 5 visits per year.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So does she have any copay for the urgent care?
[AGENT][NEUTRAL] No, it's, it's like a supplemental policy, so we, we will pay a max of 75.
[CUSTOMER][NEUTRAL] And then she has to pay the rest.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, we, we can't tell you the patient responsibility. We just, all I can do is quote you benefits.
[CUSTOMER][NEUTRAL] That's what I'm saying, so you're saying that y'all are gonna pay 75% or $75?
[AGENT][NEUTRAL] $75.
[CUSTOMER][NEUTRAL] OK, I will let her know.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.