AccountId: 011433970860
ContactId: acfa79ce-9584-4c37-a938-8525a3f49e0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182009 ms
Total Talk Time (AGENT): 87854 ms
Total Talk Time (CUSTOMER): 54718 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/acfa79ce-9584-4c37-a938-8525a3f49e0c_20250128T21:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling PL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII], and I was calling to verify eligibility for a patient please.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you and may I have um patient's policy number?
[CUSTOMER][NEUTRAL] Yes it is um D.
[CUSTOMER][NEUTRAL] 404-089-884
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Yes I do. I'm sorry it's um 025.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 80351
[AGENT][NEUTRAL] Thank you. And Miss [PII], you're calling from which facility or provider? What's your name?
[CUSTOMER][NEUTRAL] It's um Amory urgent care.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] [PII].
[AGENT][NEUTRAL] Perfect. Thank you, Miss [PII]. All right, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] Does he have any like limits for urgent care or an urgent care co-pay?
[AGENT][NEUTRAL] Let me check and see. One moment, let me pull his benefits.
[AGENT][NEUTRAL] And 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.
[AGENT][NEUTRAL] And I'm waiting for the benefits. It's gonna be one more minute.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] I'm good I'm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, so it looks like the urgent care, we pay $50 per day, maximum of 4 days per covered person per calendar year. This is an indemnity plan, so that's an indemnity amount which is a flat amount. So the amount we pay is $50 per day, maximum of $4 per year.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that's everything.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.