AccountId: 011433970860
ContactId: 7250c3c4-a295-4c3a-85a4-9d5cbcc3a62f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186000 ms
Total Talk Time (AGENT): 77735 ms
Total Talk Time (CUSTOMER): 54979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7250c3c4-a295-4c3a-85a4-9d5cbcc3a62f_20250128T13:20_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] calling from Austina urgent Care. I'm calling for eligibility on a patient.
[AGENT][NEUTRAL] OK, can I help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, 2, where would I say that, I guess, uh, 02, uh huh.
[AGENT][NEUTRAL] Outpatient cert number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I have a card in front of me. I see a group number. I see a plan and patient in hospital benefit certification number.
[AGENT][NEUTRAL] Mhm. Give me the number before the letter M. It should be the same for both the in and out.
[CUSTOMER][NEUTRAL] OK, so it's 02457351.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have this [PII] in front of me and it's [PII].
[AGENT][NEUTRAL] All right. Thank you for that information, [PII]. And you're just wanting to verify eligibility?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the policy effective date is [PII]. Uh, the policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] Is there like a co-pay for um urgent care like if they were deductible?
[AGENT][NEUTRAL] OK, so did you want the benefit as well?
[CUSTOMER][POSITIVE] Yes please I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the maximum outpatient benefit is up to $200 that's per calendar day.
[AGENT][NEUTRAL] And uh that's for any outpatient service so urgent care is considered outpatient under this policy, and of course the information provided is verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Um, hold on, let me see, what is your payer ID number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] And your billing address?
[AGENT][NEUTRAL] Uh it should be on that ID card. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you and can I have a reference number for this call?
[AGENT][NEUTRAL] My name and today's date, [PII], first initial last name is [PII]. Any other questions I could help out with today?
[CUSTOMER][POSITIVE] No, that was all thank you.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah