AccountId: 011433970860
ContactId: f4f31467-e738-4920-b120-42b766c2bcf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188679 ms
Total Talk Time (AGENT): 100719 ms
Total Talk Time (CUSTOMER): 63759 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f4f31467-e738-4920-b120-42b766c2bcf5_20250113T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. I'm calling from the walk in urgent care trying to get benefits for patients.
[AGENT][NEUTRAL] OK, I can give you benefits on a patient. Um, can I please get your name and your callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and callback number is [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Ms. [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and her policy number please?
[CUSTOMER][NEUTRAL] It's 02275452 M as in Mary, L 8.
[AGENT][NEUTRAL] OK, and looking for eligibility and benefits, is that correct?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, let me pull her in real quick.
[AGENT][NEUTRAL] OK, looking at this policy for Ms. [PII], um, the policy is no longer active. It lapsed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look, she does have a, a different policy now that is active. Let me give you that policy number.
[CUSTOMER][NEUTRAL] Uh, they gave me, uh, allergic. OK, thank you.
[AGENT][NEUTRAL] It's 256-693-5.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And she is effective.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, is there any letters with the, I'm sorry, is there any letters with the policy number or just 256-693-5?
[AGENT][NEUTRAL] And this is
[AGENT][NEUTRAL] Uh, it's just 256-693-5.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] And then um this is just to verify her coverage it's not a guarantee.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of payment, she does have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A supplemental insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's paid secondary to the primary. It's a gap insurance that helps with deductible, co-pay or co-insurance, and she has an inpatient benefit amount of $6800 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, and then she also has.
[AGENT][NEUTRAL] An outpatient benefit amount of $6800 per calendar year.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you have a nice day bye bye.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] No problem bye bye.
[AGENT][NEUTRAL] Bye bye.