AccountId: 011433970860
ContactId: 40d79f2b-d22f-4a7b-b39f-44a5d253c5e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216410 ms
Total Talk Time (AGENT): 84817 ms
Total Talk Time (CUSTOMER): 48534 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/40d79f2b-d22f-4a7b-b39f-44a5d253c5e9_20250522T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] from Peachtree Immediate Care, and I was just calling to see if this patient is eligible for urgent care services.
[AGENT][NEUTRAL] OK, I can check out eligibility and see if they've got, uh, urgent care benefits. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] I have her medical ID number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's D as in dog.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers that is through, uh, they're called 90 degree benefits. Um, if you have their social, I can search for them that way to see if they have a policy with us.
[CUSTOMER][NEUTRAL] OK, uh, the social is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is his last name?
[CUSTOMER][NEUTRAL] Uh, [PII] here, what's the last 6?
[AGENT][NEUTRAL] OK, OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for this number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have that date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, so I did find um a policy with us. Uh, it is currently active. Whenever you're ready, let me know and I can give you that um policy number that they have with us.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 6250.
[AGENT][NEUTRAL] 28.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and again it is currently active that effective date was [PII].
[AGENT][NEUTRAL] And this is a limited indemnity medical plan, so it pays a set dollar amount per covered procedure or office visit. If you'll give me one moment, I will check um those urgent care benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I appreciate your patience. Uh, and of course I will let you know verification of coverage is not payment for claims.
[AGENT][NEUTRAL] That benefit amount, this policy would pay $75 per visit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what would you say your name was again? I'm sorry.
[AGENT][NEUTRAL] Sure, uh, [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.