AccountId: 011433970860
ContactId: 6d320a02-4436-4b40-b4ee-0948849a2ac4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128649 ms
Total Talk Time (AGENT): 68129 ms
Total Talk Time (CUSTOMER): 45469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6d320a02-4436-4b40-b4ee-0948849a2ac4_20250115T21:08_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to verify benefits for a member that walked into my urgent care.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not sure if you said [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Can I have that policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] 02586164
[AGENT][NEUTRAL] And could you pronounce your name for me again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and you spell your name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's your first name?
[CUSTOMER][NEUTRAL] My first name is [PII]. You're spelling my last name.
[AGENT][NEUTRAL] Now, I asked you, could you, could you provide me with the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is this member's name and date of birth that you're inquiring eligibility for today, [PII]?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify outpatient services correct?
[CUSTOMER][NEUTRAL] For urgent care, yes.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK, does he have a copay for urgent care services?
[AGENT][NEUTRAL] This is a hospital indemnity policy, so I'm gonna verify if he has outpatient services. So he has an outpatient sickness rider we pay up to $125 per visit and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That'll be it thank you [PII].
[AGENT][POSITIVE] Thanks for calling APN have a great day. Goodbye.