AccountId: 011433970860
ContactId: 65786d6e-572f-49bd-8402-8edaf61d510a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187729 ms
Total Talk Time (AGENT): 76594 ms
Total Talk Time (CUSTOMER): 53954 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/65786d6e-572f-49bd-8402-8edaf61d510a_20250618T16:18_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from StockCare. I just need to verify benefits for a mutual patient.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] is direct.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, 02639203.
[AGENT][NEUTRAL] Thank you. One moment, let me pull that information.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and what type of service is being rendered?
[CUSTOMER][NEUTRAL] Um, urgent care general benefits.
[CUSTOMER][NEUTRAL] For eligibility and benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is a limited hospital indemnity policy. Um, the flat amount that we cover is 150 per um visit, up to 4 visits per year for an urgent care.
[CUSTOMER][NEUTRAL] OK, give me one moment. So it'll cover up to 150 per visit 4 visits per calendar year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and you said there was active as of [PII]?
[AGENT][NEUTRAL] Yes, [PII] of this year.
[CUSTOMER][NEUTRAL] OK and um can you tell me if we're in network with you guys?
[AGENT][NEGATIVE] There's no network on this one.
[CUSTOMER][POSITIVE] OK perfect and then um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And then can I have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] You need the spelling? Sure, my name is So. that's [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.