AccountId: 011433970860
ContactId: d1dc8a8c-a99d-4978-bd0a-02926d5b8a23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228220 ms
Total Talk Time (AGENT): 127353 ms
Total Talk Time (CUSTOMER): 102831 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d1dc8a8c-a99d-4978-bd0a-02926d5b8a23_20250217T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting UCL. My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Yes, yes, good morning, [PII]. Uh, my name is [PII]. I, I'm, um, I am very sick this morning, but I, I don't have my card, um, I don't have like the number that I need to go check in. I was just trying to see what is available, um, to go, I guess I don't know, to a walk in clinic. I didn't know actually what's available for me.
[CUSTOMER][NEUTRAL] Um, through my insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, we can look at that. I can look up your, your um uh card either by your social security number if you want to or if you want to spell out your last name for me.
[CUSTOMER][NEUTRAL] Yes, um my last name is [PII]
[AGENT][NEUTRAL] And your first name please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Great. Let's see if we can't find it that way. Well, I'm sorry that you're feeling bad, [PII]. Let's just see if we can't find your, your policy.
[CUSTOMER][POSITIVE] Yeah, OK, thank you. OK.
[AGENT][NEUTRAL] And your date of birth and I just need a phone number, a date of birth and a phone number and I can, I can look this up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so my um date of birth is [PII] and my telephone number is uh [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you. Now, do you want, um, you, you can go to any urgent care. You can go to any urgent care. Would you, would you like me to give you your policy number if you wanted to write it down, um, in case you're um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] your doctor wants to call and, and get your, yeah, it's um
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yes, I can get the uh if I can get the policy number that would be good that way I can get it so I can go to like any walk-in clinic urgent care it's uh oh.
[AGENT][POSITIVE] Yes, that's right, yes.
[AGENT][NEUTRAL] It's um 02.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, hold on. Oh, I'm sorry, 0.
[AGENT][NEUTRAL] 57. 0 sure, no, that's OK. Just let me know.
[CUSTOMER][NEUTRAL] 0257
[AGENT][NEUTRAL] 986 7.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So again, it, yeah, so again, it's 02579867 and you can go to any uh you can go to an urgent care or um if you needed to uh.
[CUSTOMER][NEUTRAL] OK, 986 6.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Anything like that, and they should be able to assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, I sure thank you for the information. Do I have like a deductible I will have to pay like is it $25 or?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, it looks like it just pays a flat rate benefit. I'm just checking your policy now. Um, I'm just trying to see what it, what it has listed here. It looks like it's just, uh, usually these just have a flat rate benefit that they uh provide, so I'm just looking here, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just, and I apologize my computer is just uh a little bit slow right now. I'm just waiting for it to load up.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, that's.
[AGENT][NEUTRAL] Yeah, so it looks like um.
[AGENT][NEUTRAL] For uh
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Of your screening for this.
[AGENT][NEGATIVE] It doesn't really say, it doesn't really tell me. It looks like you're like it's just it, it should be about, I don't know whether it's $50 or $30. It's just, it's not, it's not coming, your policy isn't popping up here. It's not letting me see what, what you've got, so, um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] It's nice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, but whatever it is, it's, it's, uh, it's just a flat rate benefit. It's like an office visit or something like that.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will, um, I thank you for that. I'm just gonna go out to a walk-in clinic and then maybe they can run the numbers and see what.
[CUSTOMER][NEUTRAL] Uh, what's available?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, um, thank you very, if you have any questions just let us know otherwise, thank you for contacting APL have a very good day.