AccountId: 011433970860
ContactId: d82c5135-af78-4478-a499-cd7ba7b15e7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183300 ms
Total Talk Time (AGENT): 83015 ms
Total Talk Time (CUSTOMER): 57898 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/d82c5135-af78-4478-a499-cd7ba7b15e7e_20250207T20:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling on behalf of Nicholas and urgent care. I needed to see if I can get the um eligibility of a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII] last initial [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, so the number is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is going to be 01568622ML8.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name of the patient is [PII], and then the date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, perfect, and does that cover their copay for the urgent care since it's a gap insurance?
[AGENT][NEUTRAL] Mm, I can check for you. OK, let me see if there's coverage for that. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, bear with me a minute. I'm just pulling the benefit information, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, outpatient services includes, let's see one.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Urgent care facility, yes, it does cover urgent care and this is subject to the outpatient maximum of 1250 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much and can I get a name, your name or um a reference number if you have one?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] My name is [PII]. That's [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK perfect thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.