AccountId: 011433970860
ContactId: cfb82b44-f5a5-4779-ac81-d222fbb46d61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192770 ms
Total Talk Time (AGENT): 70568 ms
Total Talk Time (CUSTOMER): 58757 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/cfb82b44-f5a5-4779-ac81-d222fbb46d61_20250402T21:27_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] 662-617
[CUSTOMER][NEUTRAL] 3048.
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Let me try again.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Baptist Urgent Care, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We've got a patient here. I just wanted to verify his coverage please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 023017777
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see, thank you for that information. Thank you for verifying the policy. Uh, I do show that he has a policy with us. Uh, it's been effective since [PII] and still active.
[AGENT][NEUTRAL] Uh, were you needing benefits?
[CUSTOMER][NEUTRAL] Alright, please, I know it's a limited benefit plan. um I just didn't know how much the benefit was.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and this is for urgent care?
[CUSTOMER][NEUTRAL] Family, uh, primary care.
[AGENT][NEUTRAL] OK, a physician visit. OK.
[CUSTOMER][NEUTRAL] We file as primary care mhm.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. It looks like that this policy does not cover a physician office visit.
[AGENT][NEUTRAL] Uh, only, uh, no, ma'am.
[CUSTOMER][NEGATIVE] Mm does not cover.
[CUSTOMER][NEUTRAL] An office visit.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] No, they do not.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know.
[AGENT][POSITIVE] OK. You have a wonderful, I'm sorry, [PII]
[CUSTOMER][NEUTRAL] And what was your name again?
[CUSTOMER][POSITIVE] OK great thank you so much, [PII] for your help.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] You too
[CUSTOMER][NEUTRAL] Bye bye.