AccountId: 011433970860
ContactId: b97df1fa-f836-44dc-aa24-01364b5024db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117919 ms
Total Talk Time (AGENT): 52859 ms
Total Talk Time (CUSTOMER): 55660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/b97df1fa-f836-44dc-aa24-01364b5024db_20250203T21:46_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing well, just calling to um get insurance verified.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII] from Atrium Health mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and so you're needing eligibility is this office visit or in office benefit?
[CUSTOMER][NEUTRAL] It's um urgent care.
[AGENT][NEUTRAL] Urgent care, OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is, give me a second.
[CUSTOMER][NEUTRAL] Um, is it the medical ID or the policy certificate?
[AGENT][NEUTRAL] Policies are, mhm.
[CUSTOMER][NEUTRAL] Got you, um, 02582860.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That's [PII], no extension.
[AGENT][POSITIVE] Thank you. Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is looks like [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thanks for that, [PII]. So I'm showing an effective date of [PII]. Policy is active at this time and then we're looking for urgent care benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So that benefit is up to $50 per day.
[AGENT][NEUTRAL] And the maximum number of visits per calendar year are 2.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment. I don't show that it either of those visits are used at this time.
[CUSTOMER][NEUTRAL] OK, I'm gonna go ahead and put that in and PCP and specialist, I might as well go ahead and put that in. Do you have that copay?
[AGENT][NEUTRAL] Oh, we do not have that information.
[CUSTOMER][POSITIVE] You don't have that information? Got you, no problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] All right, thank you so much. That's it.
[AGENT][POSITIVE] All right. All right, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.