AccountId: 011433970860
ContactId: f0146c5a-6a31-435b-b992-70e54117fb7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155729 ms
Total Talk Time (AGENT): 79014 ms
Total Talk Time (CUSTOMER): 83118 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/f0146c5a-6a31-435b-b992-70e54117fb7c_20250606T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. That's weird, um, at UV sorry, it's been a long week. Has it been a long week for you?
[AGENT][NEUTRAL] No, no, that's fine. It has been an extremely long week, so yes.
[CUSTOMER][NEUTRAL] So everything is like I don't know anymore just whatever I'm kidding.
[AGENT][NEGATIVE] Right, I'm just accepting the jumbled mess that is my brain right now.
[CUSTOMER][POSITIVE] Exactly, exactly, I'm just, I'm just gonna go with it. That's how we're going today.
[AGENT][POSITIVE] It's what it is exactly.
[CUSTOMER][NEUTRAL] Anyway, I am with UVA, um, and I am verifying coverage for a patient that has already had an appointment, so, uh, if they need a referral, we're, um, SOL sorry I'm kidding.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, OK, no worries, no, no, no, none of our policies I can't tell you require referrals or authorization or anything like that, um, but I can still check that eligibility for you if you need me to.
[CUSTOMER][POSITIVE] Perfect. Alright.
[CUSTOMER][POSITIVE] That would be perfect. I'd love that. What what do you need from me?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Um, if I could first get a good call back number from you in case we're disconnected.
[CUSTOMER][POSITIVE] You sure can. Not a problem. This is gonna be a direct line and that number is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. The policy number that I have is 025730777.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] All right, her name is [PII], I'm sorry, not [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. OK, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] All right, that's what I assumed, but I always like to check to be on the safe side, uh.
[AGENT][POSITIVE] Absolutely, absolutely.
[CUSTOMER][NEUTRAL] Yeah, so she does not, we don't have to worry about networks or anything like that, it will follow the primary I'm assuming.
[AGENT][NEUTRAL] No, not at all, absolutely as long as the primary is willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK perfect um do you have a reference number for this call or do I just use your name?
[AGENT][NEUTRAL] Yeah, uh, it would be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with, sir?
[CUSTOMER][POSITIVE] I can't think of anything. I hope you have a great rest of your day and hope your weekend is a good one.
[AGENT][POSITIVE] You too thank you bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.