AccountId: 011433970860
ContactId: de4b665c-37fa-4d2c-be86-71623027f336
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150500 ms
Total Talk Time (AGENT): 79219 ms
Total Talk Time (CUSTOMER): 35890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/de4b665c-37fa-4d2c-be86-71623027f336_20250218T17:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to verify eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnect Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII]. And where are you calling from? What's the name of the facility or provider?
[CUSTOMER][NEUTRAL] Newberry County Memorial Hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02594876
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] OK, you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is the limited policy.
[CUSTOMER][NEUTRAL] It's a what policy?
[AGENT][NEUTRAL] A limited policy. It's a hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK. Does the patient have emergency room benefits?
[AGENT][NEUTRAL] Emergency room? OK, let me check on that.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. Um, yes, we do cover um urgent care, office and ER visits. Um, they are all covered at $75 per visit, maximum of 5 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, perfect. Can I get a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You