AccountId: 011433970860
ContactId: ffaa558e-5afa-4586-b5a6-e7e19dc705f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166320 ms
Total Talk Time (AGENT): 96170 ms
Total Talk Time (CUSTOMER): 50123 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/ffaa558e-5afa-4586-b5a6-e7e19dc705f8_20250613T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey so I was trying to verify benefits please for a patient.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, 02619131.
[AGENT][POSITIVE] Thank you. And the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] I'm calling from Premier ER and urgent care.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] and that is [PII].
[AGENT][NEUTRAL] Thank you. All right, 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.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see, so this is a limited policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um is it, do you know if it's gonna be charged with an ER visit or urgent care visit?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Can I have both benefits because I don't see the confirmation.
[AGENT][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] Like I, I can't see that because it goes to billing. I'm sorry.
[AGENT][NEUTRAL] It's OK, no problem. All right, so it looks like the benefit is the same. Now, it is a difference of how many visits per year is the difference. So for the ER visit, there's $50 per visit, maximum of 2 visits per year. For the urgent care it's $50 per visit, maximum of 4 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, per year, so then anything over the $50 the patient's responsible for?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alrighty and then let me see.
[CUSTOMER][NEUTRAL] May I have a reference number please [PII]?
[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, Ms. [PII]? OK. That's fine. All right. That's gonna be [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] No, no, you're good.
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon. Happy weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye. You too.
[AGENT][POSITIVE] Thank you. Bye.