AccountId: 011433970860
ContactId: 3f27ba9e-dbd8-4db3-b5fc-2027b5e001f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185320 ms
Total Talk Time (AGENT): 68274 ms
Total Talk Time (CUSTOMER): 92195 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/3f27ba9e-dbd8-4db3-b5fc-2027b5e001f9_20250218T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I just wanted to see if um.
[CUSTOMER][NEUTRAL] We are in network with this patient um with our NPI if that's possible.
[AGENT][NEUTRAL] Um, I can get the policy pulled up and we'll take a look at that. Uh, what was your name?
[CUSTOMER][NEUTRAL] OK, um, [PII] and I'm from Xer Urgent Care.
[AGENT][NEUTRAL] OK, could you spell your name for me?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] OK, thank you and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the patients, oh, I have his group number.
[AGENT][NEUTRAL] Uh, do you have the card there?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah, I have the card. It says APL and there's a payer ID, a group number or benefits certification number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, that would be it.
[CUSTOMER][NEUTRAL] OK, uh, would it be in hospital or outpatient?
[AGENT][NEUTRAL] Either one.
[CUSTOMER][NEUTRAL] OK. Um, so it's gonna be 0231.
[CUSTOMER][NEUTRAL] 793 3
[CUSTOMER][NEUTRAL] L 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, his name is [PII]. His date of birth is, give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See if I have it on here.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that and uh, so this policy is active. Effective date was [PII]. Uh, so this is a secondary medical policy. Um, it is designed to help with co-pay, deductible and co-insurance after major medical pays, and as this policy is very dependent on major medical, it does not have its own set network. As long as their major medical is willing to pay, this policy can.
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Is there another card that comes with this policy that we should have on file?
[AGENT][NEUTRAL] No, that's it. That's, that's the card.
[CUSTOMER][NEUTRAL] It's just that card? OK, and then submit claims to EOB. OK, perfect. And there's no co-pay um for urgent care visit?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No co-pays and this uh no deductibles either.
[CUSTOMER][NEUTRAL] No copay, no deductibles.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][MIXED] OK, no deductibles.
[CUSTOMER][POSITIVE] OK perfect um that's all I wanted to know for today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] And yeah.
[CUSTOMER][NEGATIVE] No thank you that'll be all for today.
[AGENT][POSITIVE] Alright, well thanks for calling APLNS. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] All right bye.