AccountId: 011433970860
ContactId: ba3221d4-f127-40e5-aa03-4738f5efaa5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186979 ms
Total Talk Time (AGENT): 55241 ms
Total Talk Time (CUSTOMER): 49870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/ba3221d4-f127-40e5-aa03-4738f5efaa5f_20250611T21:37_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]. My name is [PII] with American Family Care. I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Hey, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Thank you. [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] D 47.
[CUSTOMER][NEUTRAL] 306145
[AGENT][NEUTRAL] OK, um, that's with um 90 degree benefits. We do, um, administer some of their plans so I can look it up by last name.
[AGENT][NEUTRAL] If, if one of the plans is with us.
[CUSTOMER][POSITIVE] OK, perfect. Um,
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how do you spell it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And was this for medical benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you have her date of birth?
[CUSTOMER][NEUTRAL] Mm it is [PII].
[AGENT][NEUTRAL] So this policy is active and effective for [PII].
[AGENT][NEUTRAL] And this was for office visit, is that right? Or do you just need eligibility?
[CUSTOMER][NEUTRAL] Uh, urgent care.
[AGENT][NEUTRAL] Urgent care, OK.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] OK, it looks like for urgent care, it will pay $100 per day, a max of 4 days per calendar year.
[CUSTOMER][NEUTRAL] Right, so there isn't a copay or anything?
[AGENT][NEUTRAL] Um, no, it'll just pay a maximum of $100.
[CUSTOMER][NEUTRAL] OK, got you, and can I get a call reference number?
[AGENT][NEUTRAL] Uh, it's my name is [PII], and today's date. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] Um, no, thank you. I appreciate your help, [PII].
[AGENT][POSITIVE] Thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You as well.