AccountId: 011433970860
ContactId: d4cc3629-c5b4-4700-8059-6644d76b201b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171740 ms
Total Talk Time (AGENT): 100669 ms
Total Talk Time (CUSTOMER): 67737 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/d4cc3629-c5b4-4700-8059-6644d76b201b_20250129T16:51_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling on behalf of the Nicholas students of the Miami Lake South Patient Center. Uh, we have a patient that came in today for our urgent care service, and I'm trying to verify the gap, uh, benefits that they have with this plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go and give me a good policy number, please, sir.
[CUSTOMER][NEUTRAL] Yes, uh, policy number would be 021.
[CUSTOMER][NEUTRAL] 84962 ML 8.
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please sir.
[CUSTOMER][NEUTRAL] Yes, phone number would be [PII].
[AGENT][NEUTRAL] Alright, Mr. [PII], thank you for all that information. Now your patient's name and date of birth today for me please sir?
[CUSTOMER][NEUTRAL] Yes, uh, first name would be [PII] with double A's, uh, last name [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for all that information. Looks like [PII] is the child dependent on this medical supplemental plan. I do show his effective date. It's his birthday [PII]. Of course, he is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want urgent care benefit. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is correct so you mentioned active right? or inactive?
[AGENT][NEUTRAL] Oh yeah, it, no, it is active.
[CUSTOMER][POSITIVE] It is active, uh, beautiful, and then, yes, for the urgent care benefits.
[AGENT][NEUTRAL] Yes, sir. All righty, let's see. I'll get that benefit pack pulled up. Now, what we are, of course, is his medical supplemental plan. So we only pay for anything for sickness and injury that is applied towards his deductible co-pay or co-insurance at his primary insurance carrier. Now he has outpatient urgent care benefit here is no pre-cert, no deductible, and he has an outpatient benefit of $6750 payable per calendar year.
[CUSTOMER][POSITIVE] Beautiful. OK, thank you so much for this information. What do you say your name was again, sorry?
[AGENT][NEUTRAL] Yes, sir. My name is [PII]. That is spelled [PII] And is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that would be all and can I get the, sorry, can I get the first initial of your last name sorry?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] It's oh perfect and then are you, do you guys provide uh reference numbers for this?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, we don't awesome, but you can use my name on today's date if you need to do so, OK?
[CUSTOMER][POSITIVE] Awesome thank you so much for your assistance.
[AGENT][POSITIVE] Yes sir, yes sir, and thank you for calling APL. You have a great rest of your day.
[CUSTOMER][POSITIVE] Likewise, take care.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] bye bye.