AccountId: 011433970860
ContactId: 57ab53e1-50e0-4c91-9f19-8cb794875ffd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228339 ms
Total Talk Time (AGENT): 84050 ms
Total Talk Time (CUSTOMER): 86553 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/57ab53e1-50e0-4c91-9f19-8cb794875ffd_20250408T18:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to see if I can get a verification on a patient, um.
[CUSTOMER][NEUTRAL] Insurance with you guys?
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[CUSTOMER][NEUTRAL] Uh, I don't know our phone number. Hold on.
[CUSTOMER][NEUTRAL] Do we have like a phone number like just for us?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] So you know what just a phone number just for us or like just a phone number just for us.
[CUSTOMER][NEUTRAL] No, I'm calling American Public.
[CUSTOMER][NEUTRAL] Calling to verify insurance, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, I have here 185.
[CUSTOMER][NEUTRAL] 435 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] OK, and just let me advise you the verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, it's for urgent care.
[AGENT][NEUTRAL] OK, for urgent care, we cover up to 1500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 257
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Do you, do you know if it's an HMO or PPO or is it neither?
[AGENT][NEUTRAL] It's neither. This is secondary gap insurance. We cover um the co-pay, the co-insurance, or the deductible after the primary um covers it, right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and you said [PII]. That would be the effective date.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Mhm. And the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then um.
[CUSTOMER][NEUTRAL] Who am I speaking to?
[AGENT][NEUTRAL] Uh my name is [PII]. Um it's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes, do you have a reference number by any chance?
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] um 4825.
[CUSTOMER][POSITIVE] OK perfect OK thank you so much.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Mm thank you