AccountId: 011433970860
ContactId: f8e6adb1-2afd-4029-8bc0-43e0e28f626f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289579 ms
Total Talk Time (AGENT): 84239 ms
Total Talk Time (CUSTOMER): 87432 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/f8e6adb1-2afd-4029-8bc0-43e0e28f626f_20250502T18:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, I went on your site to find an urgent care and I that was covered under my insurance.
[CUSTOMER][NEUTRAL] And I did and they're saying it's not.
[CUSTOMER][NEUTRAL] That I'm not covered that they that you won't accept anyway it's Concentra. I'm just trying to find an urgent care.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, can I get your name and your callback number and I can help you with um.
[AGENT][NEUTRAL] Your questions about urgent care?
[CUSTOMER][NEUTRAL] Sure, [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK and then Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 025862883.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then can you also verify your address?
[AGENT][NEUTRAL] Email address and phone number that we have on file for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email address please?
[CUSTOMER][NEUTRAL] sure [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying the policy for me. Let me look real quick, um.
[AGENT][NEUTRAL] I'm gonna go ahead and transfer you on over now to multi plan uh they can help you with as far as finding a provider for your your policy. Let me give you the phone number just in case the call is disconnected during the transfer.
[CUSTOMER][NEUTRAL] Can, can I ask
[CUSTOMER][NEUTRAL] Can you also find out what might be I understand them um what the benefits are for uh urgent care. Is it my understanding you only pay $75.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check, double check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna need to pull your policy up, so it's gonna be just a moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah, sure, no worries.
[AGENT][NEUTRAL] I'm just waiting for it to load real quick so I can review it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 650.
[CUSTOMER][POSITIVE] Hello, thanks for calling.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I'm I'm gonna be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yes, urgent care is covered under your outpatient sickness benefit rider and you are correct, it is $75.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, so that you, you would cover 75 and I cover everything else, is that right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thanks a lot.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] You're welcome.