AccountId: 011433970860
ContactId: a4ea1168-9de8-4ebd-8f90-15efac03a174
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163809 ms
Total Talk Time (AGENT): 72052 ms
Total Talk Time (CUSTOMER): 66441 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/a4ea1168-9de8-4ebd-8f90-15efac03a174_20250514T17:19_UTC.wav
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[AGENT][POSITIVE] Good mor uh, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good afternoon. My name is [PII]. We're the provider, patient uh eligibility and benefits.
[AGENT][NEUTRAL] OK, I verify benefits and eligibility for you. And Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] OK policy number is.
[CUSTOMER][NEUTRAL] OK, it's gonna be 1337103 ML 8.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing?
[CUSTOMER][NEUTRAL] Does she have outpatient urgent care coverage?
[AGENT][NEUTRAL] Yes, outpatient is covered. Urgent care is considered outpatient, um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and she has an outpatient benefit max up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you and then she her group name is Century Metals.
[AGENT][NEUTRAL] Uh, give me a second.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. He
[CUSTOMER][NEUTRAL] Sorry, her group number is 18224.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh thank you sorry and then she's she says she's the subscriber.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] She.
[CUSTOMER][POSITIVE] Perfect thank you C01.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEGATIVE] Oh, I was way off.
[AGENT][NEUTRAL] No, you're fine. Yeah, it's, I mean, people could spell it that way anyway, so it's fine.
[CUSTOMER][NEUTRAL] I was close.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I always like to ask.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand, yes, ma'am.
[CUSTOMER][NEUTRAL] I mean, it is right there gap.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Medical policy, alright, perfect. Alright, thank you for everything.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL Ms. [PII]. Have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.