AccountId: 011433970860
ContactId: 76edc257-df22-4643-b623-22c8073b4122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169479 ms
Total Talk Time (AGENT): 79324 ms
Total Talk Time (CUSTOMER): 44048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/76edc257-df22-4643-b623-22c8073b4122_20250522T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from Quick Care Med, and I am just calling to see if a patient that's needing to be seen today, um, if they this is their secondary see if this covers their co-pay for their primary.
[AGENT][NEUTRAL] OK, is this for office, outpatient inpatient?
[CUSTOMER][NEUTRAL] Urgent care.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02576846
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for urgent care benefits. I can assist you with that. I am pulling that up for you now.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] For this member they do have up to $2000 per calendar year that will go towards the primary insurance deductible, co-insurance or co-pay. This policy is for sickness and injury only. It would not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Is there, uh, does it cover the copay for their primary?
[AGENT][NEUTRAL] As I previously stated, they have up to $2000 towards the primary insurance deductible, co-insurance, or co-pay.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] And then can I just get your name and last initial?
[AGENT][NEUTRAL] Yes, for the call reference it will be my first name [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is spelled [PII] and today's date.
[CUSTOMER][NEUTRAL] And you said [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life, have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you