AccountId: 011433970860
ContactId: ed62ce3b-0519-4e8b-b0e3-74e6d5796435
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284739 ms
Total Talk Time (AGENT): 91437 ms
Total Talk Time (CUSTOMER): 92997 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/ed62ce3b-0519-4e8b-b0e3-74e6d5796435_20250515T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. We're the provider. How are you today, [PII]?
[AGENT][POSITIVE] I'm doing good, [PII] how are you doing?
[CUSTOMER][NEUTRAL] I'm OK thanks. um, we, we wanna go over patient uh eligibility and benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can do that for you. What is your callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] OK, um, 01842325 ML 7.
[AGENT][NEUTRAL] OK, let me look him up real quick, [PII].
[CUSTOMER][NEUTRAL] Hey, and just so you know the date of service to is [PII].
[AGENT][NEUTRAL] OK, thank you and then what is the um charge amount?
[CUSTOMER][NEUTRAL] No this is for not this is not for claims this is for eligibility.
[AGENT][NEUTRAL] Oh, I'm sorry, that's the date of service for eligibility.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Alright, I just, that's OK. I wrote that down and.
[AGENT][NEUTRAL] didn't remember it until after you said something. OK, so [PII] does have an active policy.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one second. OK, hold on 1 2nd.
[CUSTOMER][NEUTRAL] OK, OK, so he's active. OK, perfect, and does he have outpatient urgent care coverage?
[AGENT][NEUTRAL] Let me check the benefits for you real quick.
[AGENT][NEUTRAL] If that pulls in.
[AGENT][NEUTRAL] OK, urgent care.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, it would, um, fall under his outpatient calendar year benefit, and this is just to verify benefits. It's not a guarantee of payment. He has the benefit amount of $7900.
[CUSTOMER][NEUTRAL] OK, so he does have the outpatient urgent care coverage?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, let me see something here.
[CUSTOMER][NEUTRAL] Oh his his mother's his mom's the subscriber.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, the group name is [PII] of [PII]?
[AGENT][POSITIVE] Yeah, that's that's also correct.
[CUSTOMER][NEUTRAL] OK, and the group number is 15493?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you. OK, perfect.
[CUSTOMER][POSITIVE] quick and easy and it's T O R Y?
[AGENT][POSITIVE] Yes, it was. Yes, that's correct. You got it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I try to remember. OK, and your name?
[AGENT][NEUTRAL] Yeah, you
[CUSTOMER][NEUTRAL] Say again.
[AGENT][NEUTRAL] Uh, [PII], the what?
[CUSTOMER][NEUTRAL] OK, where
[AGENT][NEUTRAL] Again it's gonna be my name today.
[CUSTOMER][NEUTRAL] Yeah, no, I say right, I'm sorry, I thought you were.
[CUSTOMER][NEUTRAL] Yes, yes, OK, thank you, and this is their medical ga plan, right?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][POSITIVE] All right thank you have a nice afternoon.
[AGENT][POSITIVE] You're welcome. You have a wonderful afternoon too, and you take care, [PII]. Good talking to you again.
[CUSTOMER][NEUTRAL] Bye. You too, bye bye.