AccountId: 011433970860
ContactId: c0b7e24b-fe50-4add-bf8e-671d8dddc6dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172699 ms
Total Talk Time (AGENT): 61306 ms
Total Talk Time (CUSTOMER): 47055 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c0b7e24b-fe50-4add-bf8e-671d8dddc6dc_20250530T19:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I just need to know the benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] I'm, my name is [PII]. I'm calling from the urgent care, the glove urgent care.
[AGENT][NEUTRAL] OK, I'm sorry. I didn't understand your name. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell it for me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my last name is [PII]
[AGENT][POSITIVE] Thank you, [PII]. Do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have the
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Um, the policy 01843884MO8.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] For urgent care.
[AGENT][NEUTRAL] For urgent care. OK, I can give those to you. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible.
[AGENT][NEUTRAL] Co-pay or co-insurance we'll pick up up to $5000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I have a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh, what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thanks so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Bye you too.
[AGENT][NEUTRAL] Bye bye.