AccountId: 011433970860
ContactId: b9c02f95-cda3-4438-b8d4-48ff3c7d161d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181309 ms
Total Talk Time (AGENT): 76719 ms
Total Talk Time (CUSTOMER): 108847 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/b9c02f95-cda3-4438-b8d4-48ff3c7d161d_20250320T12:25_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is um [PII] and I am calling with Southeast Georgia Health System. I am just trying to find out um one if Mr. [PII]'s, um, insurance is active and two if we're in network with his plan.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII]
[AGENT][NEUTRAL] [PII], what's
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 02582253.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, I didn't get the nature of the call.
[CUSTOMER][NEUTRAL] I am just trying to find out if the patient's plan is active and 2 trying to find out if we're in network with the patient's plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so eligibility and if you're in the network if there be one, OK, let me pull up the policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth please.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] It's Mr. [PII] and it's [PII].
[AGENT][NEUTRAL] Alright, thank you for that. So I do have the eligibility information. Um, the effective date is [PII], and there is no network affiliated with this plan. It is provider of choice.
[CUSTOMER][NEUTRAL] Yeah, no, I've already got.
[CUSTOMER][NEUTRAL] my
[CUSTOMER][NEUTRAL] OK, provider of choice and then um do they have a copay for primary care?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So for service in a doctor's office, let me check that.
[CUSTOMER][NEUTRAL] Had I to say that that's why I say this one thing or another because I never called.
[AGENT][NEUTRAL] And anything else do I need to look up?
[CUSTOMER][NEUTRAL] No darling, just that.
[AGENT][NEUTRAL] OK. OK, one moment.
[CUSTOMER][NEUTRAL] Yeah, um, member services would be the number. I don't know. I don't know. They, um, OK, uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm a new patient.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Give me a few seconds to pull up this policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] We're good.
[CUSTOMER][NEUTRAL] Oh, he went in. I meant. I'm sorry, January.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Better update this so they have.
[CUSTOMER][NEUTRAL] So he doesn't have to wear shorts anymore? Oh, OK.
[CUSTOMER][POSITIVE] Makes sense then you don't have to worry about.
[AGENT][NEUTRAL] Alright, so for service in a physician's office, the benefit is up to $75 per day, a maximum of 6 days per calendar year per covered person, and I'll verify if any days have been used so far.
[CUSTOMER][NEUTRAL] then
[CUSTOMER][NEUTRAL] Because Medicaid, Medicaid Medicaid, they don't assign you, so you don't have to worry about that. I was just going off this that part. I'm sorry.
[AGENT][NEUTRAL] Nope, I don't show any of the visits used and of course any information provided is verification, not a guarantee of payment, [PII], any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, that was it just a reference number and I'm sorry, what was your name?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII].
[CUSTOMER][NEUTRAL] You did onlineration for him so y'all.
[CUSTOMER][POSITIVE] OK, and then today's date, alright, thank you very much I appreciate you.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yes sir you as well bye bye.