AccountId: 011433970860
ContactId: 9573440f-dd1b-463f-b674-57a2a054f667
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122900 ms
Total Talk Time (AGENT): 54442 ms
Total Talk Time (CUSTOMER): 48892 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/9573440f-dd1b-463f-b674-57a2a054f667_20250606T17:14_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from Peachtree Immediate Care, and I just need to verify medical coverage for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you Tha. What is the policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] Um, is that gonna be my in hospitals benefits search number?
[AGENT][NEUTRAL] That one or the outpatient. Either one will pull up the policy.
[CUSTOMER][NEUTRAL] OK, it's gonna be 02585259 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, [PII], and you're calling to verify benefits eligibility for what patient and their date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active, but you can call in to verify inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Is she's at an urgent care office.
[AGENT][NEUTRAL] So this policy has outpatient benefits of $1500 per calendar year. This is not a guaranteed benefits, just a disclaimer of the policy's coverage, and she has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK, do you know if there's a copay?
[AGENT][NEUTRAL] Now this is a gap insurance that assists with the deductible, co-pay and co-insurance to the primary.
[CUSTOMER][NEUTRAL] So she should have a primary insurance.
[AGENT][NEUTRAL] Yes, that is correct. We will always be a gap in show and never a primary.
[CUSTOMER][POSITIVE] OK, I will get that taken care of thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks, goodbye.