AccountId: 011433970860
ContactId: c3aa8708-dcdb-468b-b00c-435214304ff2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218179 ms
Total Talk Time (AGENT): 60972 ms
Total Talk Time (CUSTOMER): 39944 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c3aa8708-dcdb-468b-b00c-435214304ff2_20250604T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I work at Nova Health, and I was wondering a patient came in with a multi-plan, um, benefits card, and I wanted to know how much is the co-pay.
[AGENT][NEUTRAL] OK, um, I can help you with that, [PII]. Um, who did you say you were calling from again? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And what's a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is 02617174.
[AGENT][NEUTRAL] One moment while I look that up.
[CUSTOMER][NEUTRAL] Here you go.
[CUSTOMER][NEUTRAL] Give me 1 2nd, I have them on the phone.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is um [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And you wanted to know about copay, correct?
[CUSTOMER][NEUTRAL] Yeah, the copay.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] I'm pulling up his policy right now, so give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm not showing a copay for this policy. Um, it is a hospital indemnity policy, um, but I'm not showing anything for a copay.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Or needing a co-pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so this is just for hospitals?
[AGENT][NEUTRAL] Uh, yes, um, what are you calling in regards to?
[CUSTOMER][NEUTRAL] Um, an urgent care visit.
[AGENT][NEUTRAL] OK, let me check. It might be covered under this. Give me a moment.
[AGENT][NEUTRAL] It does look like he has an outpatient sickness rider or sickness benefit that does cover um urgent care facilities. Again, um, no co-pay.
[CUSTOMER][NEUTRAL] OK, that's all I needed to know.
[AGENT][POSITIVE] Right. Uh, if that's all, then thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Hi