AccountId: 011433970860
ContactId: aa1caf5c-7812-4831-8263-989f437d7e0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171089 ms
Total Talk Time (AGENT): 69137 ms
Total Talk Time (CUSTOMER): 70866 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/aa1caf5c-7812-4831-8263-989f437d7e0b_20250604T15:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good morning. My name is [PII]. I'm calling from Baptist Hospital in [PII], wanting to, if possible, verify eligibility, group name and group number uh for a patient that was seen on the [PII] of this month.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with that information. Um, first, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, they gave us um 02552438 ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, it's Mr. [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it is for, what did they come in for, uh, urgent care visit.
[AGENT][NEUTRAL] OK. For urgent care that's covered under outpatient and for outpatient, we cover up to 3000 per day. And that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] OK and um what's the group name on the plan?
[AGENT][NEUTRAL] Um, the group name is South.
[AGENT][NEUTRAL] Broward
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Drainage district.
[CUSTOMER][NEUTRAL] Drainage.
[CUSTOMER][NEUTRAL] OK. And is there a group number?
[AGENT][NEUTRAL] Um, yes, ma'am. The group number is 80096.
[CUSTOMER][NEUTRAL] OK, perfect. All righty. And the, the plan, the subscriber is a spouse, right? Ms. [PII]?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yes, ma'am. She's the subscriber.
[CUSTOMER][POSITIVE] OK, so they did that right. All right. Awesome. Thank you, Evie. I appreciate your time.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that is all.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][POSITIVE] Mhm, thanks.