AccountId: 011433970860
ContactId: 9108316f-d025-40c1-a0c1-623da7443007
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141690 ms
Total Talk Time (AGENT): 69383 ms
Total Talk Time (CUSTOMER): 38485 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/9108316f-d025-40c1-a0c1-623da7443007_20250305T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was just checking on uh uh patients benefits and eligibility.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Can I please get your name and your call number?
[CUSTOMER][NEUTRAL] It's [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you Miss [PII], and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Fastpac urgent care, Mississippi.
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] All right. The name is gonna be.
[CUSTOMER][NEUTRAL] [PII], the policy number is 025.
[CUSTOMER][NEUTRAL] 83,370.
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK and let me read the policy back 02583370?
[CUSTOMER][NEUTRAL] 70.
[AGENT][POSITIVE] Yes, thank you so much.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um this is a limited benefit condemnity plan.
[AGENT][NEUTRAL] This is just to verify his benefits. It's not a guarantee of payment. He does have um urgent care for accident or sickness treatment. He gets 4 visits per calendar year and it pays $50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] It's no problem at all. I hope you have a good day, Miss [PII], and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] All right. Bye-bye.