AccountId: 011433970860
ContactId: 02e69fbd-5241-4e40-99c4-cf7f67d96413
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387220 ms
Total Talk Time (AGENT): 139555 ms
Total Talk Time (CUSTOMER): 91724 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/02e69fbd-5241-4e40-99c4-cf7f67d96413_20250113T19:28_UTC.wav
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[CUSTOMER][NEUTRAL] she did it on my
[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] I have to totally do a room for a parking lot. Hi, good afternoon.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, hi, this is [PII] with APL.
[CUSTOMER][POSITIVE] Oh bless you hi.
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm sorry to bother you. I'm just calling to see if I have a patient that she has APL but she does not have her card or her member ID number. Is there any way that you could help us with that, please?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely, can you give me first your name and then your callback number in case the call is dropped?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, Miss [PII], what is your callback number in case the call gets dropped?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her social security number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me see if it's on here.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] She said it was [PII].
[CUSTOMER][NEUTRAL] Sorry, one sec.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Let me ask her one second.
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, uh, there's no way that you can do it without the social?
[AGENT][NEUTRAL] Let me see if I can't find her by her name, but that's a, that's a pretty common name. Let me look and see.
[CUSTOMER][NEUTRAL] I think she went to the restroom.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] If we can find her.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, and then [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if this is her.
[AGENT][NEUTRAL] Ah, I think I found her.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Yay!
[CUSTOMER][POSITIVE] Yeah hey thank you so much.
[AGENT][NEUTRAL] Do you have her address? I wanna make sure. OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, yeah, she's on [PII].
[AGENT][NEUTRAL] Yes, ma'am, I've got her. OK. Her policy number is 206.
[AGENT][NEUTRAL] 2042.
[AGENT][NEUTRAL] And her effective date.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] ET
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has um Medlink insurance, which is a supplemental insurance that is billed secondary to her primary.
[AGENT][POSITIVE] It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] And she has an inpatient benefit amount of $2500 per calendar year and also an outpatient benefit amount of $2500 per calendar year.
[CUSTOMER][POSITIVE] Awesome. Has anything been used?
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, ma'am, nothing's been used for [PII].
[CUSTOMER][POSITIVE] Awesome, and can I have a reference number please?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[AGENT][NEUTRAL] And also let the insured know that I'm going to order a new copy of her card to be mailed to her home address so she can have that.
[CUSTOMER][POSITIVE] Yes please, yes.
[CUSTOMER][POSITIVE] Awesome, yes, we appreciate you um question what's the group number group ID number for?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The group ID.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is 224-06.
[AGENT][NEUTRAL] And that's Orthoow Dore LLC.
[CUSTOMER][POSITIVE] Perfect, can I have a payer ID number please?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][POSITIVE] Awesome Miss [PII], can I have the initial of your last name please? Sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Awesome thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome. I hope you guys have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome thank you bye bye.
[AGENT][POSITIVE] You're welcome