AccountId: 011433970860
ContactId: a1a1d3ba-399e-404c-8cc4-4da1797c512f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341850 ms
Total Talk Time (AGENT): 114631 ms
Total Talk Time (CUSTOMER): 93109 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/a1a1d3ba-399e-404c-8cc4-4da1797c512f_20250218T17:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Alright, um, I'm calling to see.
[CUSTOMER][NEUTRAL] Um, if this, this card that I have here, I want to know if the policy covers like urgent care visits.
[AGENT][NEUTRAL] OK, I can check your policy benefits for you. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] By what?
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Would that be the group number?
[AGENT][NEUTRAL] No sir, it might say member number or even could say inpatient or outpatient certification number.
[CUSTOMER][NEUTRAL] Yes, I have 2 numbers here. One says in hospital benefit number and one says outpatient benefit number.
[AGENT][NEUTRAL] OK, one of those numbers would work fine.
[CUSTOMER][NEUTRAL] I'll give you the outpatient.
[CUSTOMER][NEUTRAL] And that's gonna be sorry I have a heavy migraine and I need attention as soon as possible.
[AGENT][POSITIVE] Oh bless your flight, um, bless your heart.
[CUSTOMER][NEUTRAL] Um, it's 023.
[CUSTOMER][NEUTRAL] 179.
[CUSTOMER][NEUTRAL] 333 M as in Mike.
[CUSTOMER][NEUTRAL] L as in Larry and the number 8.
[AGENT][NEUTRAL] OK, let me look up that policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then for security reasons can you please verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[CUSTOMER][NEUTRAL] And what else did you were you asking for?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] I think it's probably my work email address which is [PII].
[AGENT][NEUTRAL] Thank you, I appreciate you verifying your policy for me, [PII]. OK, so looking at your policy and this is just to verify your coverage, it's not a guarantee of payment. You have outpatient calendar year benefit amount of $2500.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I need to pull up your policy to see if it if it covers urgent care, so it's gonna be just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just gotta like wait for the computer to load it for me so that I can read it.
[CUSTOMER][POSITIVE] No worries, no worries, the alternative to urgent care would just be going to the doctor or hospital.
[AGENT][NEUTRAL] Um, I know you have ER visits, but you had mentioned urgent care, so I wanted to make sure.
[AGENT][NEUTRAL] That um
[AGENT][NEUTRAL] If urgent care was covered under this policy for you.
[CUSTOMER][POSITIVE] Sure, no, no worries, take your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know you're trying to get there soon, so I'm trying to hurry for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, I appreciate it I appreciate it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes you do have um benefits for urgent care center.
[CUSTOMER][POSITIVE] OK, OK, thank you so much I really appreciate your help.
[AGENT][NEUTRAL] It's no problem at all. I hope you have a good day and I hope you get to feeling better. I'm sorry that you're having such a bad headache, but hopefully you'll get some relief soon.
[CUSTOMER][POSITIVE] With your help, uh, yes, I will, I hope so.
[AGENT][POSITIVE] Yes sir, I hope you feel better and thanks for calling APL [PII].
[CUSTOMER][POSITIVE] Thank you have a good day.
[AGENT][NEUTRAL] You too bye bye sir.
[CUSTOMER][NEUTRAL] OK bye.