AccountId: 011433970860
ContactId: dca33d2e-edbf-4c81-9acd-cd8b1074af78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162229 ms
Total Talk Time (AGENT): 76532 ms
Total Talk Time (CUSTOMER): 67337 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/dca33d2e-edbf-4c81-9acd-cd8b1074af78_20250324T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. I'm calling from the Nicholsurance Miami Lakes Patient Center. We have a patient with uh APL gap Insurance that came for our urgent care service. I'm just trying to verify the insurance.
[AGENT][POSITIVE] It would be my pleasure to assist you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Uh, [PII], sorry.
[AGENT][POSITIVE] [PII], I'm so sorry. Thank, thank you for verifying that and the callback number, please.
[CUSTOMER][NEUTRAL] Yeah, no, you're fine.
[CUSTOMER][NEUTRAL] Callback number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is 025.
[CUSTOMER][NEUTRAL] 171
[CUSTOMER][NEUTRAL] 86 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is uh where are they? first name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility for Alexia.
[AGENT][NEUTRAL] I'm just getting that policy pulled up. [PII], bear with me one moment, please.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][NEUTRAL] My pleasure. OK, [PII], I do have that information pulled up. [PII]'s policy is active. Effective date is [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do they have any, uh, any benefits for the urgent care?
[AGENT][NEUTRAL] For urgent care, I can check that.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] They do it that is under the outpatient benefit. That benefit amount we can pay up to $750 per calendar day, and that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty per calendar day.
[CUSTOMER][POSITIVE] Awesome thank you so much. You said your name was uh [PII], correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] What is your first initial of your last name sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much and are you able to provide me with a reference number for this call?
[AGENT][NEUTRAL] The reference number would be my name and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help. That would be [PII].
[AGENT][POSITIVE] Uh, [PII], it was such a pleasure to assist you. Thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Likewise, take care.
[AGENT][POSITIVE] Take care bye bye.
[CUSTOMER][NEUTRAL] Bye bye.