AccountId: 011433970860
ContactId: 10be8b3e-56d4-4167-85c6-cb6cd50b7a8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111720 ms
Total Talk Time (AGENT): 53012 ms
Total Talk Time (CUSTOMER): 37844 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/10be8b3e-56d4-4167-85c6-cb6cd50b7a8c_20250514T15:06_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the referral department at Tufts Medical Center. I'm calling to check eligibility on a patient.
[AGENT][NEUTRAL] I can certainly help with eligibility. And see, what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, you want the member ID number is 02.
[AGENT][NEUTRAL] Uh yes, please. I begin with the 01. Uh-huh.
[CUSTOMER][NEUTRAL] 02581601
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much. The policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Uh, no, you wouldn't happen to know if a prior authorization is needed, would you?
[AGENT][NEUTRAL] No, it, it's not. Um, what we do is we follow the major medical but they, they have to have a major medical policy to have us because we're a secondary insurance and so, um, you just need to make sure that, uh, that you are in network with their major medical and that there is a deductible co-payment or co-insurance.
[CUSTOMER][NEUTRAL] See, OK.
[CUSTOMER][NEUTRAL] OK, so this is a secondary. OK, thank you so much. I uh, can I have a reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date of the reference.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting ATL. Have a good day.