AccountId: 011433970860
ContactId: dcde8652-85a6-4012-91da-9d2746e6076f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182429 ms
Total Talk Time (AGENT): 59922 ms
Total Talk Time (CUSTOMER): 95899 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/dcde8652-85a6-4012-91da-9d2746e6076f_20250424T19:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from uh a doctor's office in [PII]. We got a patient in here and um we're trying to uh make sure her insurance is active. Um, our system will not verify it and I cannot find even anywhere online to try to get it verified so I apologize for calling but I just wanted to make sure.
[CUSTOMER][NEUTRAL] That that her insurance is up to date and active.
[AGENT][NEUTRAL] OK. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my name's [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] receptionist
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I'm calling from Community Medical Clinic.
[AGENT][NEUTRAL] OK, thank you, [PII]. Um, do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Yes ma'am, I do or I think it would it, would that be the medical ID?
[AGENT][NEUTRAL] Uh, might be. Let's try it.
[CUSTOMER][NEUTRAL] Or the policy number, oh no policy or let's try this one. I bet it is 026.
[CUSTOMER][NEUTRAL] 10745
[AGENT][NEUTRAL] OK, yes. And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, her name is [PII] and her birthday is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is this for an office visit or?
[CUSTOMER][NEUTRAL] Yeah, just a just a normal general office visit.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] OK, so her policy is effective 33125, currently active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is not a guarantee of payment, it's a basic outline of the plan.
[AGENT][NEUTRAL] And let's see what she's got. Um.
[AGENT][NEUTRAL] So there's a $75 maximum payout benefit.
[AGENT][NEUTRAL] And max of 5 per year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it doesn't show that she has a copay or?
[AGENT][NEUTRAL] No, this is a limited like hospital indemnity plan, so it's just got limit limited yeah.
[CUSTOMER][POSITIVE] Good, OK.
[CUSTOMER][POSITIVE] I see what you're saying. As long as we're good, then we're good. And that's, uh, you've been extremely helpful. I've been working on this for about an hour, so, you know, grateful. Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh gosh, goodness gracious, all right.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Uh, but I appreciate your help today, OK?
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] I is there a reference number though? Is there any way you can give me a reference number?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][NEUTRAL] OK, what first name?
[AGENT][NEUTRAL] [PII], and then first initial to last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, Ms. [PII].
[AGENT][POSITIVE] Thank you. Have a great day.
[CUSTOMER][NEUTRAL] Uh you too bye bye.