AccountId: 011433970860
ContactId: ff56c506-61d5-41df-9f96-9460b38d1330
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301190 ms
Total Talk Time (AGENT): 131094 ms
Total Talk Time (CUSTOMER): 124287 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/ff56c506-61d5-41df-9f96-9460b38d1330_20250331T22:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm trying to, uh, I hurt my ankle and I'm trying to go to the urgent care. Um, I'm trying to see if my policy with you is, uh, covering my, uh, urgent care co-pay.
[AGENT][NEUTRAL] OK, sir. um, can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII].
[CUSTOMER][NEUTRAL] And then uh I see a group number I see an in hospitals benefit number and an outpatient benefit number which one do you which one should I give you?
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes. Hello? Yes, can you hear me?
[AGENT][NEUTRAL] OK. What is your, I can hear. Yes, sir. And what is your policy?
[AGENT][NEUTRAL] Number, sir?
[CUSTOMER][NEUTRAL] Do you need uh there's one that says in hospital and one that says outpatient which one do you need?
[AGENT][NEUTRAL] OK, either one, either one is fine.
[CUSTOMER][NEUTRAL] OK, OK, so I'm giving you the in hospitals, it's 02569536 ML 7.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, it's searching now for your policy.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], were you planning on going to the doctor's tonight?
[CUSTOMER][NEUTRAL] Yeah, I'm try I'm, I'm trying to go to the urgent care right now, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, your policy should cover for urgent care for deductible co-pay or co-insurance. I'm unable to pull it up at the moment because, uh, it looks like the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the portal for me to be able to do it was closed at [PII], so it's hard for me to get in there now, um.
[CUSTOMER][NEUTRAL] Uh, I see.
[AGENT][NEUTRAL] So, um, but your policy, if it's still active, and I, which I can't see right now, and, and you would know, um, because it comes, you know, from your, your paycheck, um, go ahead when you go to the hospital, give them your major medical insurance card along with this one and let them know that it helps with deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Right. Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let them know what? Sorry?
[AGENT][NEUTRAL] That, that it helps with deductible, co-pay, or, and co-insurance.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, got it, will do. Thank you.
[AGENT][POSITIVE] OK. All right. You're so very welcome, sir, and I hope everything works out for you on your way. I might have it pulled up. I could tell you what your benefits are, um.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's trying to pull up.
[CUSTOMER][NEUTRAL] Yeah, I think it's uh I think it's uh I think it was um.
[CUSTOMER][NEUTRAL] 2000 a day or something but uh.
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] For your outpatient per calendar day is $750 and this is just to verify your benefits. It's not a guarantee of payment and for your inpatient, uh, is $2000 per occurrence.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so, OK, so going to going to an urgent care that's uh that's an, uh, that's an outpatient, is that what it's called?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's outpatient.
[CUSTOMER][POSITIVE] Or is it oh OK OK sounds good thank you.
[AGENT][POSITIVE] OK. You're very welcome, sir. And I hope everything goes good at the doctor's for you and your ankle gets better.
[CUSTOMER][POSITIVE] I appreciate that thank you me too.
[AGENT][POSITIVE] You're yes, sir. You too. Bye-bye, [PII].
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] Bye.