AccountId: 011433970860
ContactId: c73833f4-7ea7-43e9-8e72-28feb4190193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124650 ms
Total Talk Time (AGENT): 74064 ms
Total Talk Time (CUSTOMER): 42589 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c73833f4-7ea7-43e9-8e72-28feb4190193_20250116T17:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. Good afternoon. I'm calling from Ortho now. I just wanted to verify patients, um, eligibility and benefits please for an urgent care visit.
[AGENT][POSITIVE] It was, it would be my pleasure to assist you. May I ask your name and callback number?
[CUSTOMER][NEUTRAL] Yes, LBA and callback number is [PII].
[AGENT][NEUTRAL] Thank you, I'll be. And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02503084 M as in Mary, L as in Larry and the number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to help you with the eligibility and you're needing urgent care benefits as well, correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] All right, I can help you with that. I'm showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] This is a secondary policy to her primary insurance.
[AGENT][NEUTRAL] And she does have urgent care benefits under her outpatient coverage of $2500 per calendar year.
[AGENT][NEUTRAL] Now those benefits that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] And she has not used any of her benefits for [PII] as of yet.
[CUSTOMER][NEUTRAL] OK, and are you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Awesome, and can I have a reference number please?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's going to be my name in today's date. I spell my name [PII].
[AGENT][NEUTRAL] Anything else I can help you with in today's date?
[CUSTOMER][POSITIVE] In today's date, no, no, awesome thank you so much have a great rest of your day.
[AGENT][POSITIVE] I hope you do as well, [PII]. Thank you for calling APLs. Have a lovely afternoon.
[CUSTOMER][POSITIVE] Thank you bye bye
[AGENT][NEUTRAL] Bye bye.