AccountId: 011433970860
ContactId: 00c52427-969d-44dc-b2c3-a6a97b0b6f15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172899 ms
Total Talk Time (AGENT): 47488 ms
Total Talk Time (CUSTOMER): 101514 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/00c52427-969d-44dc-b2c3-a6a97b0b6f15_20250416T15:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Hold on, give me one second. Hold on one second. My coworkers ask me a question. She's practicing, gonna call you guys. She, she's learning how to verify insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So she's like I'm like I was teaching her how to call you guys. She's OK, I'm gonna give them a call now because you guys are easy you guys answer the phone. It's quick and easy, so.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That was how teaching her.
[CUSTOMER][NEUTRAL] OK, here, hold one second, here is the.
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect um so my name is [PII] and we're the provider. Um, OK, the member ID is 01957625.
[AGENT][NEUTRAL] And [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me just repeat that policy number to you. I have that as 01957625.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] Nino [PII]
[AGENT][NEUTRAL] OK, I have that member pulled up. Now, are you calling for eligibility and benefits or claim status?
[CUSTOMER][NEUTRAL] Yes, so eligibility but if it's right, you guys are the gap plan, but we make sure that she, she has the outpatient urgent care coverage, right?
[AGENT][NEUTRAL] OK, uh, one moment, one moment, OK.
[AGENT][NEUTRAL] OK, this is a supplemental gap plan we do have with urgent care places of service you would you like to know what the benefits are per year or just want to that information?
[CUSTOMER][NEUTRAL] No, so just, uh, no, I just need to confirm that she does have that outpatient urgent care coverage, right?
[AGENT][NEUTRAL] She does, yes.
[CUSTOMER][POSITIVE] OK, that's perfect and that's, that's perfect. OK, um, hold on one second and let me just double check something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and she's the subscriber?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, alright, perfect, and she works for the group name is [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] Yes, that is the group name.
[CUSTOMER][NEUTRAL] OK perfect and group number is 16714 right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you. OK, perfect. Quick and easy, [PII]. OK, and it's [PII] 0416-2025. Alright, perfect. Thank you so much for everything and I hope you have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You as well, [PII]. Thanks for calling ATL. Take care.
[CUSTOMER][POSITIVE] Thanks bye.