AccountId: 011433970860
ContactId: c7d5b4e5-11e6-4ba5-871f-178c9289726b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174589 ms
Total Talk Time (AGENT): 83877 ms
Total Talk Time (CUSTOMER): 52860 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c7d5b4e5-11e6-4ba5-871f-178c9289726b_20250203T17:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Fast Pace Health in [PII], and I need to get benefits and eligibility on a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure. I can assist you with benefits and eligibility, Ms. [PII]. And I'm sorry, can you repeat where you're calling from again?
[CUSTOMER][NEUTRAL] [PII] house [PII].
[AGENT][NEUTRAL] OK, and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 02576182.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Your patient's name is [PII].
[CUSTOMER][NEUTRAL] And her birth date is [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] [PII], and you said you need benefits and eligibility. What type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Urgent care.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, 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. And we have an effective date of [PII]. It is active at the moment and this is a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, with this one, we pay a flat amount. The flat amount is $50 per visit, maximum of 4 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does she have a copay?
[AGENT][NEUTRAL] No, there's no co-payments, insurance or deductibles. We only pay that flat amount of $50 per visit. Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] It's OK. My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] All right. I thank you so very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.