AccountId: 011433970860
ContactId: d91a6e13-ec15-45d9-90be-77b3a44e3b45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137679 ms
Total Talk Time (AGENT): 54225 ms
Total Talk Time (CUSTOMER): 63658 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d91a6e13-ec15-45d9-90be-77b3a44e3b45_20250610T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Broward Medical and urgent care. Um, I just wanted to verify if a patient's copay is covered at our urgent care facility.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm sorry, yes sir, uh, his policy for, um, it is 02555.
[CUSTOMER][NEUTRAL] 997.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, of course, um, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, manager's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan will pick up the copays, the co-insurance and our deductibles for outpatient, it allows 7500.
[AGENT][NEUTRAL] So we'll pick up the copays for the urgent care.
[CUSTOMER][NEUTRAL] OK, you'll pick up the copay for urgent care?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, OK, awesome, thank you very much um do you have a reference number in which I could refer to?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, just repeat that for me one more time, please, the reference number or the reference.
[AGENT][NEUTRAL] It will be my name along with today's date.
[CUSTOMER][NEUTRAL] OK, so [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] With today's date?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][POSITIVE] OK alrighty thank you so much for the information then.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.