AccountId: 011433970860
ContactId: c7c99936-558c-4467-8f7e-f7ed6eeb9d79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149229 ms
Total Talk Time (AGENT): 60661 ms
Total Talk Time (CUSTOMER): 66561 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c7c99936-558c-4467-8f7e-f7ed6eeb9d79_20250305T23:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, it's [PII], correct? [PII]?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And the initial of your last name?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] OK, [PII]. Alrighty, my name is [PII]. The initial to my last name is [PII] calling from the provider's office, and a good call back number is [PII].
[AGENT][NEUTRAL] OK, and what can we help you with today, [PII]?
[CUSTOMER][NEUTRAL] Oh yes, I was just calling in regards to a mutual patient just to verify um the benefits for urgent care facility. I just wanted to confirm that everything was the same like last time when she came in.
[AGENT][NEUTRAL] Sure, I can take a look at those benefits for you. Uh, do you have that policy number?
[CUSTOMER][NEUTRAL] I do, it's gonna be 02548739.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Of course. So the name is gonna be [PII] and the last name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Alrighty, so the policy is active. Effective date was [PII]. Bear with me just a moment. I'll take a look at those benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and of course I will let you know verification of coverage is not a guarantee of payment for claims so urgent care is covered under their outpatient benefit, um, and that benefit is on a per calendar day basis, so it pays up to $300 max per calendar day.
[CUSTOMER][NEUTRAL] Got you. OK, so.
[CUSTOMER][NEUTRAL] Have they accumulated any of that amount?
[AGENT][NEUTRAL] Um, as it's a per calendar day, there's not a yearly maximum.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh got you OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty perfect you guys still cover.
[CUSTOMER][NEUTRAL] And then just the reference call for this um num uh for this, the reference number for this call is gonna be your name and today's date or sorry.
[AGENT][NEUTRAL] Uh, first name, last, that's OK. Uh, first name, last initial and today's date. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. I appreciate your help.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thanks.
[AGENT][POSITIVE] Thank you, bye bye.