AccountId: 011433970860
ContactId: 91c4a218-38d8-4320-9dd1-15ec319a5192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255740 ms
Total Talk Time (AGENT): 78397 ms
Total Talk Time (CUSTOMER): 102391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/91c4a218-38d8-4320-9dd1-15ec319a5192_20250224T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have uh an insured in office of providers on the line, um, who were having trouble um verifying the information for the patient. Um, the policy, the policy number is 259.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7223.
[AGENT][POSITIVE] All right, [PII], I'm happy to help him. Do we have a first name?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright awesome.
[AGENT][POSITIVE] Thank you so much. If you want to send them through, I'm happy to take the call, [PII].
[CUSTOMER][POSITIVE] All right. Thank you very much. You have a nice day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] The company so, yeah, you're saying.
[AGENT][NEUTRAL] Hi, this is [PII] over in customer care at APL. How can I help today?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I am calling via a patient or one of your customers' cell phone personal number just on their behalf of our Jose.
[AGENT][NEUTRAL] Are you just needing to verify patient benefits?
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] I'm sorry, the phone kind of cut out. Did you say yes?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, and can I get their first name, last name and date of birth?
[CUSTOMER][NEUTRAL] I have your first name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII]. That's
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is your date of birth, sir? Uh, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] date of birth.
[AGENT][NEUTRAL] Alright, so the member has an active plan with us. The effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK, does he have urgent care coverage?
[AGENT][NEUTRAL] Um, let me see what the coverage would be for urgent care.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Patient does have urgent care coverage. They're allowed up to 4 visits in a calendar year. They have a limited benefit plan with us, so it's called the Hospital indemnity plan. Patient's plan will pay $50 towards the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Miss [PII], what is your last name initial again?
[AGENT][NEUTRAL] Um, my last name initial is [PII].
[CUSTOMER][NEUTRAL] OK, is there any way we can generate a reference number?
[AGENT][NEUTRAL] Yeah, the call references my name with my last initial then today's date, so [PII] and then today's date.
[CUSTOMER][NEUTRAL] And which format would that be in?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Would that be in a particular format? Would it be [PII]?
[AGENT][NEUTRAL] Yeah, 224, 25.
[CUSTOMER][NEUTRAL] So I'm not [PII].
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][NEUTRAL] That's why I know what I know you.
[CUSTOMER][NEUTRAL] Like the times require this on.
[CUSTOMER][NEUTRAL] I think that it's over now.
[AGENT][POSITIVE] OK, thank you for calling APL have a nice day.