AccountId: 011433970860
ContactId: 84e3ca9a-1995-468d-bc42-2560c828a964
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122040 ms
Total Talk Time (AGENT): 55104 ms
Total Talk Time (CUSTOMER): 50220 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/84e3ca9a-1995-468d-bc42-2560c828a964_20250106T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] at states for Urgent Care. I'm calling to verify eligibility on a patient that's being seen.
[AGENT][POSITIVE] OK, I can help with that, [PII]. Thank you. May I first have your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] Uh huh it's [PII].
[AGENT][POSITIVE] Thank you so much [PII] and what is the policy number please?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02469142.
[AGENT][NEUTRAL] OK, let me repeat that to you, [PII]. I have that as 02469142.
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK, thank you so much and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, the name is [PII] The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for the information, [PII]. Excuse me, I'm so sorry about that. The member shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Workman
[CUSTOMER][NEUTRAL] Mhm, OK, um, is there any way you can tell me what the copay is?
[AGENT][NEUTRAL] One moment, let me check benefits, please. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the patient does not have a copay. We pay benefits based on what's covered and for an urgent care visit, um, please note verification of benefits provided does not guarantee payment. We pay $75 max for the visit.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh huh OK.
[CUSTOMER][NEUTRAL] OK, this is not her first time being here so I'm sure she knows that.
[CUSTOMER][POSITIVE] OK, thank you very much for your help.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No ma'am, that's all I appreciate it.
[AGENT][POSITIVE] Have a good day. Thanks for calling APL take care bye bye.
[CUSTOMER][POSITIVE] OK thanks OK bye bye.