AccountId: 011433970860
ContactId: dfd36f6c-170f-47c6-8f78-be4b832dee08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128779 ms
Total Talk Time (AGENT): 65998 ms
Total Talk Time (CUSTOMER): 40683 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/dfd36f6c-170f-47c6-8f78-be4b832dee08_20250128T14:49_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from urgent care. I'm just calling to verify some insurances.
[AGENT][NEUTRAL] OK, I can help you with that [PII]. I can help you with verifying information in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And may I get the spelling of your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] It is 02571782.
[AGENT][NEUTRAL] Thank you, and that was 02571782?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and then the last name is [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do show this is a limited hospital identity plan, so this coverage is not secondary or major medical coverage. I do show the policy is active effective [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. So do they have urgent care benefits or no?
[AGENT][NEUTRAL] The policy does have an outpatient accident sickness urgent care benefit. It pays a limited benefit of $100 per calendar today, and there's a max of $4 per calendar year. And I just not advise that this is just a verification of coverage and benefits. It does not guarantee payment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right. Do they have a co-pay?
[AGENT][NEUTRAL] This is not a major medical pay. It only covers that limited benefit of $100.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK. uh, what's your name, hon?
[AGENT][NEUTRAL] OK. [PII], and that's spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Yeah bye.
[AGENT][NEUTRAL] Bye.