AccountId: 011433970860
ContactId: 14fd2b64-637b-4365-8319-fe99c95262c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157509 ms
Total Talk Time (AGENT): 79455 ms
Total Talk Time (CUSTOMER): 61971 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/14fd2b64-637b-4365-8319-fe99c95262c4_20250203T15:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I'm calling to verify a patient's eligibility and benefits.
[AGENT][NEUTRAL] Yeah, I can check eligibility. Sure I can check eligibility and benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then CMR, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh, I do, um, it's 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 606-11
[AGENT][NEUTRAL] Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, I think she's a spouse on it. Do you need the primary holder's info information or the patient?
[AGENT][NEUTRAL] Uh, no, uh, whoever you're going to be seeing, the patient is fine.
[CUSTOMER][NEUTRAL] OK, um, her date of birth, first name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII]. Uh, if you'd like, I can send you a copy of the fax back, uh, showing all covered procedures and benefit information.
[CUSTOMER][NEGATIVE] Yes, now does she have out of network because we're not in network with you all.
[AGENT][NEUTRAL] So this plan actually does not have a set network it simply pays off of UCR a percentage off of UCR.
[CUSTOMER][NEUTRAL] 00, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I got you, um, and you say you could send a fax over with everything like our maximum and deductible? Oh OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, absolutely.
[AGENT][NEUTRAL] Yes, um, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and would I just put this to your attention?
[CUSTOMER][NEUTRAL] Yeah, you can put it to mine. It's um X [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK, yes, thank you, and then I'm going to go ahead and read that fax number back just to make sure I heard that correctly, uh, that was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][POSITIVE] Alrighty I will get that sent to you right now. I should get it here in maybe 10-15 minutes depending on how busy your machine is. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.