AccountId: 011433970860
ContactId: a706d8b9-6527-471d-aa03-b19ac9f12c30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147460 ms
Total Talk Time (AGENT): 80148 ms
Total Talk Time (CUSTOMER): 48182 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/a706d8b9-6527-471d-aa03-b19ac9f12c30_20250122T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, I'm so sorry what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Can I have the initial of your name, please? Last name?
[AGENT][NEUTRAL] Yeah, it's a
[CUSTOMER][POSITIVE] [PII]. Awesome. I was just calling to verify um a patient's gap insurance please for an urgent care visit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I can see if urgent care is covered and uh make sure that policy is active. Uh, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Alright, thank you, and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02455519 M as in Mary, L as in Larry and the number 8.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Sure, I'll be at [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance only after major medical pays. And you did say this was for an urgent care visit, correct?
[CUSTOMER][NEUTRAL] Urgent care, yeah.
[AGENT][NEUTRAL] OK, give me just a moment, let me check that coverage out.
[CUSTOMER][NEUTRAL] No, we accept them.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, uh, so urgent treatment in an urgent care facility is covered under their outpatient benefits. Let me get that amount for you.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Alright, so their out outpatient benefit is uh $2500 max per calendar year, and I know the year just started, but I will go ahead and see if any of that has been used.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][POSITIVE] Awesome, can I have a reference number please?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date.
[CUSTOMER][NEUTRAL] um.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much. You too thank you bye bye.
[AGENT][POSITIVE] Uh, yeah, thanks for calling APL. I hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you, bye bye.