AccountId: 011433970860
ContactId: 92a58d3c-a012-4406-9711-358467bb8e68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95260 ms
Total Talk Time (AGENT): 39012 ms
Total Talk Time (CUSTOMER): 60293 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/92a58d3c-a012-4406-9711-358467bb8e68_20250619T15:46_UTC.wav
--------------------------------------------
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm with Renown Urgent Care in [PII], and I'm checking eligibility on one of your members.
[AGENT][POSITIVE] All right. Happy to check on eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] I have a hold on let me find it policy number of 02641192.
[AGENT][NEUTRAL] Thank you. And then for verification, can I get uh patient name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] A, date of birth [PII].
[AGENT][POSITIVE] Thank you. So patient is active. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] [PII], does it by chance show any kind of co-pay for out of network?
[AGENT][NEUTRAL] So this is a limited benefit plan. It's just gonna pay the set amount depending upon what they're being seen for. You're an urgent care, correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So no co-pay, but the plan is going to pay $150 towards the urgent care visit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, pay 150 towards.
[CUSTOMER][POSITIVE] What is it? Alright, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.