AccountId: 011433970860
ContactId: 707c5f2e-1ca5-4163-a43a-c62d9fccb5b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132210 ms
Total Talk Time (AGENT): 72059 ms
Total Talk Time (CUSTOMER): 43918 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/707c5f2e-1ca5-4163-a43a-c62d9fccb5b3_20250205T23:00_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was looking to check eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, and may I have your name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Urgent Care for Kids. We're looking to check eligibility on a patient.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Uh-huh, uh [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number of the member, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, yes, I do, um, it is 01828774.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name and date of birth is.
[CUSTOMER][NEUTRAL] Uh date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, and, uh, first name is [PII], last name is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a copay listed?
[AGENT][NEUTRAL] Um, not with us, since we are the secondary, we help with the deductibles, co-payment, and co-insurance from the major medical. Um, let me give you the benefit, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, let's see, so urgent care is part of the outpatient maximum, which we have a maximum of 5000 per covered person per calendar year and that's after a $1000 deductible from us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good thank you.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, I don't think so. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.