AccountId: 011433970860
ContactId: e1a98b98-ee87-4af9-b292-49ed69f09482
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261059 ms
Total Talk Time (AGENT): 64560 ms
Total Talk Time (CUSTOMER): 101002 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e1a98b98-ee87-4af9-b292-49ed69f09482_20250324T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Midtown Community Health Center.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] I'm just calling to verify benefits.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, can I get a good callback number?
[AGENT][NEUTRAL] For you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and I can help you with benefits. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It, yeah, I I have a like a policy slash cert number or a medical ID. Is it the policy one?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02174 or I'm sorry 02179241.
[AGENT][NEUTRAL] And do you have a patient name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] last name.
[CUSTOMER][NEUTRAL] Oh, I think it's [PII]. I'm not, it's [PII] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, it looks like that was the old policy number. Let me see if she has something current.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this gonna be for like outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, no, just regular office visit medical.
[AGENT][NEUTRAL] Office visit? OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 96
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For 6 months
[CUSTOMER][NEUTRAL] here
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do have a more up to date policy number. Um, can I give that to you that way you have it on file? Um, it's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, she must have brought us the old card.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Yeah, uh, it looks like it's 2.
[CUSTOMER][NEUTRAL] Go
[AGENT][NEUTRAL] 2509632.
[CUSTOMER][NEUTRAL] 25096322509632.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and when was that policy effective?
[AGENT][NEUTRAL] Uh, it's not a guarantee of payment, just a basic outline of the policy that was effective [PII].
[CUSTOMER][NEUTRAL] To current.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then just wanted to verify the claims address is it IMA [PII]?
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Um, let me
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I just.
[AGENT][NEUTRAL] Let me pull up that screen. Hold on just a second.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I better verify since it's an old copy that we're we're looking at.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, I did.
[CUSTOMER][NEUTRAL] That's what I'm saying. I, I thought that she did.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Pharmacy on
[CUSTOMER][NEUTRAL] I just needed to switch it over. Does it not say did she ever since?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] OK, yes, that is correct.
[CUSTOMER][POSITIVE] OK, so the IMA PO box. OK, great, thank you so much, [PII]. I appreciate your help with that today.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you so much. Thank you for calling APL. have a terrific afternoon.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thanks have a good day too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.