AccountId: 011433970860
ContactId: f25222c3-8816-472c-876b-8278248a001a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173179 ms
Total Talk Time (AGENT): 60882 ms
Total Talk Time (CUSTOMER): 84309 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/f25222c3-8816-472c-876b-8278248a001a_20250110T20:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling you from a provider's office. It's called Ortho Now. A good callback number for us is [PII].
[AGENT][NEUTRAL] And do you have the policy number, please?
[CUSTOMER][NEUTRAL] I do it's gonna be 02312902 M as in Mary, L as in lollipop 8.
[AGENT][NEUTRAL] OK, and this is an urgent care facility, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment, [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Yes, I'm calling for the patient [PII]. He has another last name which is [PII] if that's necessary, and his date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, just to confirm the benefits of his gap insurance you guys um cover from his primary or yeah for his copay.
[AGENT][NEUTRAL] Yes, ma'am. I can give that information to you. His effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy is active and any benefits given over the phone is not a guarantee of payment for
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, this policy does coordinate with the primary insurance. We pick up whatever they apply to the deductible co-pay or co-insurance for
[CUSTOMER][NEUTRAL] You've already been here. You said you would.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Urgent care, we would pay up to 1500 per calendar day.
[CUSTOMER][NEUTRAL] OK, so that's the out of pocket, um, benefit maximum, correct? 1000.
[AGENT][NEUTRAL] That's how much we pay, yes, per day.
[CUSTOMER][NEUTRAL] Oh, OK, so give me one second and so you're [PII] within a.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, I'm sorry, [PII], I apologize.
[AGENT][NEUTRAL] Mhm. That's OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEGATIVE] I get names wrong all the time.
[CUSTOMER][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] [PII] and what's the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the reference number for this call is in your name and today's date?
[AGENT][NEUTRAL] Just my name in today's date.
[CUSTOMER][NEUTRAL] OK perfect and then I would just put here 1000.
[CUSTOMER][POSITIVE] OK perfect I appreciate all your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good afternoon.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you. Bye-bye.