AccountId: 011433970860
ContactId: e09ed2d3-6deb-4a1d-b0a7-c7082f10346f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119599 ms
Total Talk Time (AGENT): 61264 ms
Total Talk Time (CUSTOMER): 42235 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/e09ed2d3-6deb-4a1d-b0a7-c7082f10346f_20250529T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to find out if my policy covers visits to an urgent care.
[AGENT][POSITIVE] OK, I can definitely help you with your coverage. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, 257-684-4.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII], uh [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So let me see.
[AGENT][NEUTRAL] So yes, your policy for outpatient would pay up to $2000 per calendar year and that does include treatment um in an urgent care facility.
[CUSTOMER][NEUTRAL] OK, and yeah it was for my son so um he didn't I don't think he provided his card, so I just need a copy of the invoice from from the from the urgent care center.
[AGENT][NEUTRAL] Um, well, you really have two options. If you want to call them and say, hey, I have um the secondary insurance, you can give them our policy number, they, they may ask you to like email them a copy of the card or something so they can run it, um, but you can do it that way or yes, if you want to file a claim, you can file it on your own as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, that was it thank you.
[AGENT][POSITIVE] Alright, you're welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.