AccountId: 011433970860
ContactId: 1f5765bd-3e1d-4670-adc2-dc0d8f769445
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155740 ms
Total Talk Time (AGENT): 66274 ms
Total Talk Time (CUSTOMER): 67828 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/1f5765bd-3e1d-4670-adc2-dc0d8f769445_20250428T18:29_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. We, we are the provider. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm OK, thank you. Patient um eligibility and benefits please [PII].
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need your uh policy number.
[CUSTOMER][NEUTRAL] OK, 01611631 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, outpatient urgent care, does she have that coverage?
[AGENT][NEUTRAL] Um, yes, ma'am. For urgent care, we cover up to 1500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance process is declined.
[CUSTOMER][NEUTRAL] OK perfect and then I have a couple more questions and let me see um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the group name is [PII]?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, city of [PII].
[CUSTOMER][NEUTRAL] OK, group number is 22392.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Is the subscriber [PII]?
[AGENT][NEUTRAL] Let's see. Yes, he's a subscriber.
[CUSTOMER][NEUTRAL] OK, he is because they put the mother. OK, we have your address, perfect, OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, [PII] reference number is your name and today's date.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And today's date, right. Mhm.
[CUSTOMER][POSITIVE] Yeah, well thank you so much for everything maybe we'll talk soon I hope you have a good afternoon.
[AGENT][NEUTRAL] You do the same, [PII]. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, not at this time, thank you.
[AGENT][POSITIVE] OK, well, thanks again. Mhm. You're welcome. Thank you for calling ATL mm bye.
[CUSTOMER][NEUTRAL] Bye bye.