AccountId: 011433970860
ContactId: 17c60c59-8c5d-411d-83c4-56f52f170088
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495739 ms
Total Talk Time (AGENT): 201881 ms
Total Talk Time (CUSTOMER): 107504 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/17c60c59-8c5d-411d-83c4-56f52f170088_20250422T19:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Maxim Health Urgent Care.
[CUSTOMER][NEUTRAL] I have a patient in that has dental insurance with you guys. I did call a few minutes ago.
[CUSTOMER][NEUTRAL] To try to see if he has medical insurance, which the lady said that he does with web TPA. But I'm trying to see, is there any way that you guys could send me proof that he has web TPA? Cause when I called Web TPA for some reason, she said she couldn't send me anything and I would have to take her word for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, Miss [PII], can you uh give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] For the web CPA or the?
[CUSTOMER][NEUTRAL] Deal.
[AGENT][NEUTRAL] Uh, the policy number for, yes, the APL.
[CUSTOMER][NEUTRAL] The APL or the
[CUSTOMER][NEUTRAL] So the policy number is 02410983. The patient's name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then [PII], what is your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look up this. I think I just got off the phone with you.
[CUSTOMER][NEUTRAL] It might have been you. I'm not sure.
[AGENT][NEUTRAL] This name sounds familiar.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] It's gonna be just a second while I pull it up.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, for whatever reason my program closed, so I need to reopen it. It's gonna be just a second. I apologize.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It's trying to come back to.
[AGENT][NEUTRAL] I don't know why I did that. I guess it has a mind of its own today.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Come on, I'm talking sweet to it, so maybe it'll go faster.
[AGENT][NEUTRAL] OK, 241-0983.
[AGENT][NEUTRAL] OK, I do show him and this is the dental policy. Let me get that um hospital I remember now him he had a hospital indemnity plan and benefits had to be verified through web TPA. um, let me see if I, the only thing that I would have to be able to prove that he has this insurance is to maybe send you a copy of the card by um fax or email. Let me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, if you can possibly do that, that will work perfect.
[AGENT][NEUTRAL] OK, let me see if we have a card copy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Well, come on now I'm not seeing a card copy.
[AGENT][NEUTRAL] Of course we don't have a card copy.
[AGENT][NEUTRAL] I don't have a card copy to send you that's been downloaded for this insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I can, um,
[AGENT][NEUTRAL] Wait a minute, that's, uh, no, that's not it either.
[AGENT][NEUTRAL] I'm looking. I'm trying.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, I don't have anything. What I can do though is you could just use my name.
[AGENT][NEUTRAL] In today's date as the reference number that you got to pay that this policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the effective date of the policy, let me give you that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And the policy number.
[AGENT][NEUTRAL] For this um medical policy is 241.
[AGENT][NEUTRAL] 106.
[AGENT][NEUTRAL] And it is paid active and is current.
[AGENT][NEUTRAL] Um, let me give you the group number. You'll probably need that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group number is 19863.
[AGENT][NEUTRAL] And that is Universal Trucking Blair Logistics.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I can also give you the payer ID number.
[CUSTOMER][NEUTRAL] And the policy number is.
[AGENT][NEUTRAL] Yes, ma'am, go ahead.
[CUSTOMER][NEUTRAL] The policy number is 2411036 and group is 19863.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That way you can have at least the information would be on the card for you and then the payer ID number is 60801.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] It would be my name [PII] and today's date.
[CUSTOMER][NEGATIVE] I'm sorry, say it again, your phone's breaking up.
[AGENT][NEUTRAL] Oh sorry about that. It's um my name [PII]
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All righty. Well, I think that you have helped me out.
[AGENT][NEUTRAL] Well, I'm glad I was able to help you with that. I'm sorry I couldn't send a hard copy, but at least you'll have the information that would have been on it.
[CUSTOMER][POSITIVE] Yes, ma'am. Well, I will um put this in and hopefully all that works out.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Uh, how are you? Thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, you have a wonderful day, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye-bye.