AccountId: 011433970860
ContactId: 7ac21fe6-627f-4800-8b4f-ccc7ea3b03f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220320 ms
Total Talk Time (AGENT): 85316 ms
Total Talk Time (CUSTOMER): 76432 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/7ac21fe6-627f-4800-8b4f-ccc7ea3b03f8_20250325T13:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Orthoa. Um, I wanted to verify a patient's policy if it covers their urgent care co-pay. Um, I just don't have their ID. I don't know if you'd be able to help me with just their name and date of birth.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Do you have their social security number?
[CUSTOMER][NEUTRAL] Um, give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir. I just needed to look up the.
[CUSTOMER][NEUTRAL] Yes, so it's
[AGENT][NEUTRAL] Policy. Do you have your social?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Is that your social or your policy number?
[CUSTOMER][NEUTRAL] That's my social.
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. I'm looking up for his policy number.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's his date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what's his name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, yes, I wanted to verify this policy picks up the urgent care co-pay from their primary insurance.
[AGENT][NEUTRAL] OK, I can help you with that. This policy was effective [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only for urgent care, we'll pay up to $7150 per calendar year.
[CUSTOMER][NEUTRAL] OK, so it would cover it, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, would you be able to give me his um member ID number please?
[AGENT][NEUTRAL] Yes, ma'am. I can give you that. It's 02.
[AGENT][NEUTRAL] 556-021.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You use my name in today's date.
[CUSTOMER][NEUTRAL] OK, what was your name sorry?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.