AccountId: 011433970860
ContactId: b20f3812-1905-44a3-b8be-deb89c3b8c7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230800 ms
Total Talk Time (AGENT): 118411 ms
Total Talk Time (CUSTOMER): 70938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b20f3812-1905-44a3-b8be-deb89c3b8c7c_20250422T19:30_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was calling to see um if a patient that I have has medical insurance and it's covered under urgent care benefits.
[AGENT][NEUTRAL] OK, I can help you with the benefits of a patient and eligibility. Uh, can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, [PII]. My callback number is [PII], and I'm calling from Maxim Health Urgent Care in [PII].
[AGENT][NEUTRAL] OK. And then what is, uh, the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] First name is [PII]. I'm gonna spell the last name.
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. And then, uh-huh, go ahead.
[CUSTOMER][NEUTRAL] And his
[CUSTOMER][NEUTRAL] You need the policy number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 02410983
[AGENT][POSITIVE] OK, thank you for that policy number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let me look that up real quick.
[CUSTOMER][NEUTRAL] OK, because the card that he has just says dental, so I was trying to make sure it was medical insurance.
[AGENT][NEUTRAL] Uh, yeah. So looking at this policy, this is only a dental policy. Let me check though to see if he has any medical benefits with us at all.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you.
[AGENT][NEUTRAL] He does have medical benefits, but I'll need to transfer you over uh to Web TPA so that you can verify benefits with them.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um, it's gonna be a brief hold. I'm gonna give you their phone number though just in case the call is disconnected while we're transferring you'll have it.
[CUSTOMER][NEUTRAL] OK, and also would they be able to give me like his member ID for his medical insurance or no?
[AGENT][POSITIVE] I can give that to you real quick. I can give you the policy number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it's 2411.
[AGENT][NEUTRAL] 036 and it's a hospital indemnity plan.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] So does that cover urgent care or just hospital?
[AGENT][NEUTRAL] Uh, let me see. I don't know if I can see his benefits at all. I can't see his benefits, but, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A lot of these policies do cover urgent care, but we'll just have to check with web TPA. You'll have to just check with them and see if he has urgent care benefits on this plan.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And it's gonna be a brief hold while I transfer you on over. Is there anything else I can help you with on my end, Miss [PII], before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK, well, you have a good rest of your week and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Welcome to