AccountId: 011433970860
ContactId: 281d0757-7a5a-48c1-a180-d9a39f6dbb3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208229 ms
Total Talk Time (AGENT): 77129 ms
Total Talk Time (CUSTOMER): 83560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/281d0757-7a5a-48c1-a180-d9a39f6dbb3b_20250219T22:16_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How may I assist you? Uh, hello. Uh, my name is [PII]. I'm calling from Complete Health Urgent Care, and I'm calling to check on
[CUSTOMER][NEUTRAL] Um, eligibility for a patient that we have.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. And um mm mm, may I have your name one more time or can you spell it?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One, OK, thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm sorry, hello. I'm sorry. I'm missing it, but. Uh, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It is 02559074.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh hold on.
[CUSTOMER][NEUTRAL] His name, his name is [PII] His date of birth is [PII].
[CUSTOMER][NEUTRAL] 03.
[AGENT][NEUTRAL] OK perfect thank you and you said you need eligibility today correct Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, he's in, in the office today. I need to find out uh if he's covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, we have an effective date of um [PII]. Um, it is active at the moment and this is one of our limited hospital indemnity policies, um, and let me go ahead and get the benefits, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] I have my
[CUSTOMER][NEUTRAL] Does he have a copay and how much of a coverage does he have?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, this one doesn't have any co-payments, co-insurance, or deductibles. It pays a flat amount. The flat amount for this one is $50 per visit, maximum of 4 visits per person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a maximum 4 visit for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I need to know.
[AGENT][NEUTRAL] Is there anything else I'm gonna help you with today? Any other questions? Any other concerns, Mr. [PII]?
[CUSTOMER][POSITIVE] No, ma'am. That is it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.