AccountId: 011433970860
ContactId: 6b98f995-3e9f-44b2-814d-a899e96307c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89819 ms
Total Talk Time (AGENT): 29401 ms
Total Talk Time (CUSTOMER): 42534 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/6b98f995-3e9f-44b2-814d-a899e96307c0_20250320T18:26_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling in reference towards a patient at at urgent care. I was just trying to see if um she would be covered for the gap.
[AGENT][POSITIVE] Sure, definitely I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, call back is [PII].
[CUSTOMER][NEUTRAL] And then policy number would be 02449.
[CUSTOMER][NEUTRAL] 586 and then ML 8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII]. His name is [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect, thank you. And then it would cover for the urgent care, correct?
[AGENT][NEUTRAL] [PII] has outpatient benefits of $750 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK perfect thank you and then may I have a reference number for this call?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Thanks for calling APO you have a great day.
[CUSTOMER][NEUTRAL] You too bye.