AccountId: 011433970860
ContactId: 3bd5e9ee-2589-4137-b549-f9c17d76ab25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156470 ms
Total Talk Time (AGENT): 79691 ms
Total Talk Time (CUSTOMER): 60136 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3bd5e9ee-2589-4137-b549-f9c17d76ab25_20250203T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, hey [PII], good morning. How are you?
[AGENT][POSITIVE] Doing well. How are you?
[CUSTOMER][POSITIVE] Doing good thank you. My name is [PII]. I'm calling um from an urgent care on behalf of South Miami Hospital. I wanted to check the eligibility and benefits of a specific patient, please.
[AGENT][POSITIVE] Sure, I could take eligibility and benefits for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, give me one second, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You know what, let me just give you [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the patient's policy number is 02283827.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And let's take a look here. You did say this was for an urgent care visit, correct?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, of course I will let you know verification of coverage is not a guarantee of payment for claims, so that would fall under his outpatient benefits, which that is, it is on a per occurrence basis, so it is $500 max per occurrence.
[AGENT][NEUTRAL] Is the benefit amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. All [PII]. Awesome. Sounds good. And can I get your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Perfect, [PII]. Thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Well, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that'll be all. Thank you. Is there a reference number for the call or something?
[AGENT][POSITIVE] OK, yeah, thanks for calling APL.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date so my last initial is [PII]
[CUSTOMER][POSITIVE] Perfect. [PII] and then today's date.
[AGENT][POSITIVE] That's it, yes ma'am.
[CUSTOMER][POSITIVE] Perfect thank you so much. I appreciate your help. Have a wonderful day you too bye bye.
[AGENT][POSITIVE] Alright, yeah, thanks for calling ATL. Have a great day. You too, bye bye.