AccountId: 011433970860
ContactId: c384b592-f786-47b3-8452-6de6db1b540d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123519 ms
Total Talk Time (AGENT): 59120 ms
Total Talk Time (CUSTOMER): 41236 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/c384b592-f786-47b3-8452-6de6db1b540d_20250610T12:42_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is Covenant Healthcare registration. I have a patient here for an ER visit, and I just need to know how much his copay is.
[AGENT][POSITIVE] Alright, I'm happy to look at benefits. Do we have their policy number?
[CUSTOMER][NEUTRAL] I do let me pull up this card real quick.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have um policy 02635534.
[AGENT][NEUTRAL] Alright, let me pull that up here one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. So member does have an active policy for medical. Um, the policy number you gave me was for the dental. Do you want the medical?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the card date, yes please.
[AGENT][NEUTRAL] OK. All right. So the medical, the medical policy number is gonna be 02635531.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][POSITIVE] OK, I'll get that updated thank you.
[AGENT][POSITIVE] No problem, so.
[CUSTOMER][POSITIVE] Yeah, that makes sense.
[AGENT][NEUTRAL] Yeah, effective date on here is [PII].
[AGENT][NEUTRAL] Uh, this is a limited benefit plan, so it's gonna pay the set amount depending upon what patients being seen or treated for. Um, it looks like for emergency room, it's $300 per day and it's a maximum of 1 day per year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] $300 book perfect I appreciate your time.
[AGENT][POSITIVE] You're welcome. I hope you have a good rest of your day. OK.
[CUSTOMER][NEUTRAL] And I'm all set.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.