AccountId: 011433970860
ContactId: b541dd05-711d-4dee-823f-b6805e64e5dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266209 ms
Total Talk Time (AGENT): 69356 ms
Total Talk Time (CUSTOMER): 81252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b541dd05-711d-4dee-823f-b6805e64e5dc_20250507T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I've got a couple um.
[CUSTOMER][NEUTRAL] Policies I need to verify?
[AGENT][NEUTRAL] OK. Are you at the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have a good callback number and can I get your name?
[CUSTOMER][NEUTRAL] Sure, callback number is [PII].
[CUSTOMER][NEUTRAL] And then my name is [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, yeah, it is 02449586 ML 8.
[AGENT][NEUTRAL] What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] And you were needing, did you say benefits or claim status?
[CUSTOMER][NEUTRAL] Uh, benefits or a claim status, I guess. I, I need to know if her if her policy is active.
[AGENT][NEUTRAL] Uh, policy is effective [PII], it's currently active.
[CUSTOMER][POSITIVE] Alright perfect and then what are the benefits?
[AGENT][NEUTRAL] Is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For an urgent care.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Well, let's see.
[AGENT][NEUTRAL] Um, for outpatient benefits.
[AGENT][NEUTRAL] Urgent care facility, there's a $750 benefit payable per calendar day.
[AGENT][NEUTRAL] So this is a secondary policy and and they'll process after primary um processes the claim and pay up to $750 per day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the other thing I have one other patient I needed to verify with you.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Um, what if, OK.
[AGENT][NEUTRAL] OK, and what's that policy number?
[CUSTOMER][NEUTRAL] It is 021 9.
[CUSTOMER][NEUTRAL] 8450 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII], and, uh, last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] This policy is effective [PII].
[AGENT][NEUTRAL] Uh, currently active, and let me get her benefits pulled up. One moment.
[AGENT][NEUTRAL] Uh, for this policy, they have a, not a guarantee of payment basic outline of the policy, 6600 per covered person per calendar year for urgent care facility.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] That takes care of her.
[CUSTOMER][POSITIVE] Nope, that's everything thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.