AccountId: 011433970860
ContactId: e295d0ce-1ad0-44c0-8b7a-d0e7a71c09ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123419 ms
Total Talk Time (AGENT): 57876 ms
Total Talk Time (CUSTOMER): 36772 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/e295d0ce-1ad0-44c0-8b7a-d0e7a71c09ce_20250320T22:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify if a patient's policy picks up the urgent care copay.
[AGENT][POSITIVE] OK, I'm happy to take a look. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02362512 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you so much. So the patient is active. It looks like the effective date is [PII]. We are the secondary insurance, so this will pick up deductible, co-pay, co-insurance that the primary does not. That is verification of benefits, not guarantee of payment.
[CUSTOMER][NEUTRAL] OK perfect and so it picks up for urgent care does it pick up for specialist?
[AGENT][NEUTRAL] Uh, yes, and it looks like the outpatient amount is 2500 for the calendar year if you need that.
[CUSTOMER][NEUTRAL] Also.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And how much has been met?
[AGENT][NEUTRAL] Uh, let's, let me take a look here. One moment, please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Looks like the patient has not used anything thus far this year.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can help with?
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial than today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye-bye.