AccountId: 011433970860
ContactId: 395c15d7-46a2-4873-91e4-52a2914219d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179419 ms
Total Talk Time (AGENT): 108003 ms
Total Talk Time (CUSTOMER): 71787 ms
Interruptions: 4
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/395c15d7-46a2-4873-91e4-52a2914219d3_20250512T18:05_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Broward Medical and Urgent Care. I'm just calling to verify coverage for a patient seen here at urgent care.
[AGENT][NEUTRAL] I can certainly have the budget in the policy number please.
[CUSTOMER][NEUTRAL] I can't hear you that well. I'm sorry.
[AGENT][NEUTRAL] Oh yes, I'm sorry. Uh, [PII], I can certainly help with urgent care benefits. What is that policy number that we're looking at, uh, today?
[CUSTOMER][POSITIVE] I'm so sorry. I can hear you a little bit better, but it's, you still sound a little far away.
[AGENT][POSITIVE] It should be yeah.
[AGENT][NEUTRAL] Oh, OK, let me try again. Um, yes, [PII], I can certainly help with urgent care benefits. Is there a policy number? Did the, did the insured provide you with a card with a policy number that I could look at?
[CUSTOMER][NEUTRAL] Yes, yes, I have the policy number for the APL, so it is whenever you're ready.
[AGENT][NEUTRAL] Yes, what is it?
[CUSTOMER][NEUTRAL] OK, 026.
[CUSTOMER][NEUTRAL] 118.
[CUSTOMER][NEUTRAL] 13.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Pa's name and date of birth is [PII]. Um, date of birth [PII].
[AGENT][POSITIVE] I do appreciate that. What is a good callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, so it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much. The policy went into effect on [PII]. It is active. Now for urgent care benefits you were asking about, um, we will pick up the deductible, co-payment or co-insurance from her major medical.
[CUSTOMER][POSITIVE] Oh, perfect. Well, you can have it. That's a good number.
[AGENT][NEUTRAL] Up to $4000 per calendar year. That is just a verification of the benefits, not a guarantee of payment, but that is what the, the policy does is it will pick up that deductible, co-payment or co-insurance for, for, uh, outpatient services such as urgent care up to that, uh, that benefit amount.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And then um also
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'll have to
[AGENT][NEUTRAL] And you would file through the major medical first. Uh, yes, that's, that's what it does. That's exactly what that does.
[CUSTOMER][NEUTRAL] OK, would you cover for the copay?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, OK, perfect. That is all I need. um, can I please have a ref oh sorry ma'am, I didn't mean to interrupt you, um, yes, no, that's all.
[AGENT][NEUTRAL] Is there anything
[AGENT][POSITIVE] Oh no, no, quite all right. A reference number. My name is [PII]. The first [PII], and we'll use that and today's date is a reference. And if there's nothing else I can help with, [PII], then thank you very much for contacting ATL. I hope you have a very good day. Thank you for calling us.
[CUSTOMER][NEUTRAL] Could yeah could you repeat that one more time please?
[AGENT][POSITIVE] Oh, yes, absolutely. My name is [PII].
[CUSTOMER][NEUTRAL] The reference yes.
[AGENT][NEUTRAL] Yes, my name is [PII]. The [PII], and we use that today's date as our reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there's no reference number, just your name?
[AGENT][POSITIVE] Yeah, that's right. That's correct.
[CUSTOMER][POSITIVE] OK, alrighty, alrighty thank you then.
[AGENT][POSITIVE] OK, thank you for contacting APR.