AccountId: 011433970860
ContactId: cc1e26b8-95be-4f9e-9f5f-4de3a33cff89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164580 ms
Total Talk Time (AGENT): 86533 ms
Total Talk Time (CUSTOMER): 73967 ms
Interruptions: 6
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/cc1e26b8-95be-4f9e-9f5f-4de3a33cff89_20250328T19:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, this is [PII] from Care Now Urgent Care. I'm calling just to see, um, well, I first I wanna know if we are in the network with this insurance and if we can, um, or what are the benefits as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I can help you with that eligibility and benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yes, it is 02576016.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] His name is [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. [PII], it would be my pleasure to assist you with the eligibility and benefits for [PII]. I'm showing his policy is active. Effective date is [PII]. And this is a secondary policy to his major medical insurance.
[CUSTOMER][NEUTRAL] January.
[CUSTOMER][NEUTRAL] This is the.
[AGENT][NEUTRAL] And there's no network on our policy.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And you said he's coming in for an urgent care and you're needing benefits for urgent care facility?
[CUSTOMER][NEUTRAL] urgent care.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I can help you with that. This policy does have an outpatient coverage up to $1000 per calendar year, and that does include urgent care visits.
[CUSTOMER][NEUTRAL] $1000.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, but this is a 2nd.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, this is a secondary entrance?
[AGENT][NEUTRAL] It is to his major medical.
[CUSTOMER][NEUTRAL] Do you guys have information of his uh primary?
[AGENT][POSITIVE] I can get that for you. Bear with me just one second.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Just takes me just a second.
[AGENT][NEUTRAL] I'm showing they have United Health for their primary.
[CUSTOMER][NEUTRAL] they have.
[CUSTOMER][NEUTRAL] OK, do you have a member ID or no?
[AGENT][NEUTRAL] I don't have that UnitedHealth information you would need to contact the patient.
[CUSTOMER][NEUTRAL] that information.
[CUSTOMER][POSITIVE] Oh OK that's fine thank you so much.
[AGENT][POSITIVE] It's been a pleasure to assist you. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh I joking.
[CUSTOMER][NEUTRAL] Uh, that would be
[AGENT][POSITIVE] Uh, [PII], thank you for calling APL. Hope you have a wonderful day and a happy weekend.
[CUSTOMER][POSITIVE] Thank you for calling you have a wonderful day you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.