AccountId: 011433970860
ContactId: 255d3dc7-adf0-4d51-957a-61659a1574f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241570 ms
Total Talk Time (AGENT): 87463 ms
Total Talk Time (CUSTOMER): 81775 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/255d3dc7-adf0-4d51-957a-61659a1574f6_20250617T12:52_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with the Rockdale County Health Department, just calling to verify if you all are in network.
[AGENT][POSITIVE] OK, I'm happy to check benefits. What's the patient policy number?
[CUSTOMER][NEUTRAL] Um, it is 02637401.
[AGENT][NEUTRAL] OK, thank you. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, I cannot pronounce his first name, [PII] Last name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] Thank you. All right. So are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK. So this is a medical plan. Uh, patient is active. Effective date is [PII]. It is a limited benefit plan, so it just pays a set amount depending upon what they're being seen or treated for.
[CUSTOMER][NEUTRAL] OK, so, um, immunizations and um lab blood work.
[AGENT][NEUTRAL] Let's see, give me just a second here to pull this policy.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. So, it has a physician's office benefit. They're allowed a total of 4 visits in a calendar year, and it's gonna pay $100 towards the physician's office visit.
[CUSTOMER][NEUTRAL] OK, well, we're not really a physician's office we're a health department, um, and normally when we do benefits through insurance companies we go based on specialists.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean, I don't see any specific benefit listed on here for any sort of like lab work or anything like that. The only thing I see that would maybe be applicable is just the physician's office. Everything else is hospital or surgery.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it doesn't look like they cover immunizations or.
[AGENT][NEGATIVE] I don't believe so, no, or lab work. Mm mm.
[CUSTOMER][NEUTRAL] OK, no lab work pay for.
[CUSTOMER][NEUTRAL] $500 towards, so you said up to $100 towards the.
[CUSTOMER][NEUTRAL] Doctor, the physician office visit.
[AGENT][POSITIVE] Mhm. Correct, yes.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Coverage.
[CUSTOMER][NEUTRAL] For immunizations.
[CUSTOMER][NEUTRAL] Or lab.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so no coverage for immunizations or labs, but $100 towards the doctor's office, is it? OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, is there a reference number for the call, mister?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with today's date. The initial to my last name is [PII], first name [PII], and then just
[CUSTOMER][NEUTRAL] And it's [PII]?
[AGENT][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] And then today's date?
[CUSTOMER][POSITIVE] In today's date, thank you so much I appreciate it you have a great day.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][NEUTRAL] Uh bye bye.
[AGENT][NEUTRAL] OK.