AccountId: 011433970860
ContactId: bf82631f-82eb-450b-99df-7d2cc40e9580
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160309 ms
Total Talk Time (AGENT): 45833 ms
Total Talk Time (CUSTOMER): 68468 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/bf82631f-82eb-450b-99df-7d2cc40e9580_20250129T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Um, yeah, so, um, I'm calling from American Family Care. It's an urgent care clinic, and I was trying to verify eligibility for someone we have in clinic.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and a good call back number is gonna be [PII].
[AGENT][POSITIVE] Thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] Oh, let me go back. Give me just a second, Mr. [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]. OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Policy number, it's gonna be.
[CUSTOMER][NEUTRAL] 02570239
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because we.
[CUSTOMER][NEUTRAL] VA and track here.
[CUSTOMER][NEUTRAL] Oh, we can just call the VA, um, and then they'll put the, you know, track your information in.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] Got it. Now, are you able to see any co-pay amounts or anything like that?
[AGENT][NEUTRAL] Uh, let me look real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I do not see any copays at all for him.
[CUSTOMER][NEUTRAL] OK, that's no problem um as long as we just verify the eligibility, that's all we needed.
[AGENT][POSITIVE] OK. All right, Ms. [PII], I appreciate you calling APL. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Thanks for helping me and you enjoy your day as well.
[AGENT][POSITIVE] You too. Thank you, Miss [PII]. You take care. Bye-bye.
[CUSTOMER][POSITIVE] Alright thanks alright well you as well. Bye bye bye.