AccountId: 011433970860
ContactId: cd17f8fe-308c-4edb-bf4c-24b284c5a507
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150029 ms
Total Talk Time (AGENT): 76912 ms
Total Talk Time (CUSTOMER): 56505 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/cd17f8fe-308c-4edb-bf4c-24b284c5a507_20250522T16:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Nicholas Children West Kendall Urgent Care. Um, I have a patient here. I just wanna know if the American public, um, has any like benefits.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, I have it here. It's 1 it's 01780474 M as in Mary, L as in lamb, and the number 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] Um, I'm showing that policy number you gave terminated on uh [PII]. Uh, when you're ready, I'll give you the current policy number.
[CUSTOMER][NEUTRAL] Oh, it's a different one now they have?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, yes, what is it?
[AGENT][NEUTRAL] OK, it's 225-2792.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2792.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am. Effective date is [PII]. Policy is active, and let me double check, make sure he's on the plan, and he is. And what benefits are needing for this patient? You said for outpatient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, urgent, yes, for urgent care.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. It helps with primary insurance deductible, co-pay, and co-insurance, and the patient has a benefit max up to 3, sorry, $7350 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. Just to confirm the policy number it's 2252792, right?
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect. [PII], do you have a reference number you can give me please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate your help.
[AGENT][POSITIVE] Alright, you're welcome, Miss [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.