AccountId: 011433970860
ContactId: 7c2afd9f-dd90-4f9c-982e-5a6d32c65b26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187339 ms
Total Talk Time (AGENT): 56532 ms
Total Talk Time (CUSTOMER): 55878 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/7c2afd9f-dd90-4f9c-982e-5a6d32c65b26_20250321T14:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check on eligibility on the patient, please.
[AGENT][NEUTRAL] OK, can I get your uh name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, do you have the policy number and I can get you those.
[AGENT][NEUTRAL] If it's
[CUSTOMER][NEUTRAL] Um, let's see, I got medical ID number, no policy number 02573.
[CUSTOMER][NEUTRAL] 662.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, just a basic outline of the policy. Uh, so he's active and he is effective [PII].
[CUSTOMER][NEUTRAL] OK, is there any co-pay or deductible or?
[AGENT][NEUTRAL] Um, I'm pulling up the policy. Hold on just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what type of services is this for?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] Is it like outpatient or physician's office or?
[CUSTOMER][NEUTRAL] Outpatient, well, um, walking clinic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he's got, um, urgent care for, is it urgent urgent care or is it, um, just.
[AGENT][NEUTRAL] Just walk in, not specifically urgent care.
[CUSTOMER][NEUTRAL] Uh, yeah, just, uh, just do the PCP.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh it looks like for physician's office, it's a $50 max per day, and then that's a maximum of 4 days per calendar year.
[CUSTOMER][NEUTRAL] OK, so the insurance will only pay $50.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] For the visit.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, alrighty, that's what I needed.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No sir, that's it. I mean, ma'am, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Hey thank you for calling APL. Have a terrific day.
[CUSTOMER][NEUTRAL] Uh huh alright.
[CUSTOMER][NEGATIVE] No thank you bye bye.
[AGENT][NEUTRAL] Bye.