AccountId: 011433970860
ContactId: fc1329e7-2159-49ff-a731-a360f308a3d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237979 ms
Total Talk Time (AGENT): 81224 ms
Total Talk Time (CUSTOMER): 79766 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/fc1329e7-2159-49ff-a731-a360f308a3d5_20250619T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII]. This is [PII] calling from Pan American Medical Group.
[CUSTOMER][NEUTRAL] I have one of our uh patients that has this insurance that's gonna be sent to uh today, this afternoon, and I would like to verify his insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I can help you with
[CUSTOMER][NEUTRAL] I have his policy number.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Um, what is his policy number?
[CUSTOMER][NEUTRAL] It's 02
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 22774
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes. Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. And can you verify the uh patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the first name is, um, let me see.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth, uh, let me see.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] I'm sorry, the line got cut. Uh, can you repeat that?
[AGENT][NEUTRAL] Uh, this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me now?
[CUSTOMER][POSITIVE] Hello? Yes, I can. I'm sorry for that.
[AGENT][NEUTRAL] OK, OK, that's OK.
[AGENT][NEUTRAL] So it it is an active policy with an effective date of [PII].
[CUSTOMER][NEUTRAL] Of [PII], is that. OK. Does he have any co-payments?
[AGENT][NEUTRAL] Um, this is their hospital indemnity policy and it looks like there is
[CUSTOMER][NEUTRAL] Like for the provider, primary provider.
[AGENT][NEUTRAL] Oh, for just to see his regular primary care?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a hospital indemnity policies, um, and
[AGENT][NEGATIVE] Regular like routine office visits aren't covered under this.
[CUSTOMER][NEUTRAL] It's not, they're not?
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] No, this is a hospital indemnity policy for if he's going to the hospital.
[CUSTOMER][NEUTRAL] Oh, just for the hospital. So he's not covered to see any, any, um, primary provider.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, he, he, he has urgent care facility, but that's, that's it.
[CUSTOMER][NEUTRAL] OK. Let me then.
[CUSTOMER][NEUTRAL] That's it. OK. I will let him know. So, if he needs to be seen, he needs to go to the urgent care or the hospital.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, then let me call him so I can cancel his appointment. Thank you so much.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.