AccountId: 011433970860
ContactId: bd8f45cb-0060-4b1f-9781-d8c53af96fcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439040 ms
Total Talk Time (AGENT): 158630 ms
Total Talk Time (CUSTOMER): 123818 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/bd8f45cb-0060-4b1f-9781-d8c53af96fcd_20250219T18:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling from Providence Urgent Care. I just wanted to verify benefits and eligibility.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], oh, I'm sorry, [PII]. OK, thank you. And you're needing to verify eligibility and benefits for urgent care?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and what is the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] I have 02500658 I believe.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][POSITIVE] No problem have a good one.
[AGENT][NEUTRAL] And [PII], any information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, maybe I misheard the policy number. Just one moment.
[AGENT][NEUTRAL] Did you say 02500658?
[CUSTOMER][NEUTRAL] Let me double check because he printed this but the letters and numbers are really fine in this paper they were.
[AGENT][NEGATIVE] Cause that's not, yes, ma'am, that, that is not a correct number for that individual name.
[CUSTOMER][NEUTRAL] OK, is it 02500? I can't tell it's very blurry 658.
[AGENT][NEUTRAL] That's the one you gave me. You gave me 02500658.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me place you on a brief hold. I'm gonna see if the member has on his phone because this oh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is it 0858?
[CUSTOMER][NEUTRAL] 02580.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I can try that. Just one moment.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 02 OK.
[AGENT][NEUTRAL] And you're saying maybe 858 instead of 658?
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 02580658 or 0858?
[AGENT][NEUTRAL] Yes, ma'am, can you check with him?
[CUSTOMER][NEUTRAL] OK, one moment, one moment.
[AGENT][POSITIVE] Thank you. Mhm.
[CUSTOMER][POSITIVE] Thank you for holding. So on his phone it also looks very blurry.
[AGENT][NEUTRAL] OK, what is his name? Uh, I believe it's 02500858. What was the name again?
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, sir, [PII] [PII]
[AGENT][NEUTRAL] Uh, no. That is not the correct number either.
[CUSTOMER][NEUTRAL] That's not the correct number? OK.
[AGENT][NEUTRAL] OK, so just one moment. Let me try to search by the name.
[AGENT][NEUTRAL] Because none of that number combination that we've tried this far. So spell the last name for me again, please, [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And the first name one more time.
[CUSTOMER][NEUTRAL] SIR.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Your date of birth is [PII].
[AGENT][NEUTRAL] OK, so we do not have anyone in our system here at AP OK give me just a moment. What's his full name?
[CUSTOMER][NEUTRAL] SIR and then middle name oh.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII], sorry about that. Middle name is [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And again, his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so I have located, OK, the correct policy number is 02580858.
[CUSTOMER][NEUTRAL] Oh OK, 02580858.
[AGENT][NEUTRAL] Correct, and he is the subscriber on this limited benefit plan. This is not major medical insurance. It's a hospital indemnity limited benefit plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I like uh.
[CUSTOMER][NEUTRAL] Does he, so does he have benefits for urgent care?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Give me just one moment to get the benefit information pulled up for him, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's still loading the information, [PII], bear with me please.
[CUSTOMER][POSITIVE] Sure. Thank you.
[AGENT][NEUTRAL] OK, so on this policy that he has, no, ma'am. He does not have benefits for urgent care.
[CUSTOMER][POSITIVE] Got it. OK, thank you so much. What is your name?
[AGENT][NEUTRAL] Again, my name is [PII] and you would use my name along with today's date as your call reference number.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help alright.
[AGENT][NEUTRAL] OK. Well, you're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] That will be it. Thank you so much for your help bye bye.
[AGENT][POSITIVE] Oh, you, yes ma'am, you're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] So