AccountId: 011433970860
ContactId: 196979fa-e5af-4698-8925-eedef6eed033
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234259 ms
Total Talk Time (AGENT): 100650 ms
Total Talk Time (CUSTOMER): 87792 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/196979fa-e5af-4698-8925-eedef6eed033_20250407T19:54_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], my name is [PII] and I'm calling from our provider's office and I wanna see if a patient still has active coverage with you guys, please.
[AGENT][NEUTRAL] I can certainly look up the eligibility. [PII], what's that policy number we're looking at today?
[AGENT][NEUTRAL] Might begin with a 01 or 02, um.
[CUSTOMER][NEUTRAL] Uh, let's see, we have 243-97.
[AGENT][NEUTRAL] 2439. OK, let's see.
[AGENT][NEUTRAL] Um, is there, you're looking at the, at the card, uh, maybe it's just outpatient inpatient benefits, um.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, actually, unfortunately, no.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] OK, well, let's see if we can look at that by their name and uh let's see, how do you spell the last name, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see if we can't find it that way and is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. I'll just see if I can find something here.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And I'm still just checking here and see what we can find.
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] I'm looking for other
[CUSTOMER][NEUTRAL] At other
[CUSTOMER][NEUTRAL] Uh, insurances too.
[AGENT][NEGATIVE] Yeah, it's just not coming up to anything.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so I wonder what that is.
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] Are they coming up with a past policy or?
[AGENT][NEUTRAL] Not a thing. No, I thought maybe the number you gave me was a, uh, was a, um, uh, one of our employer numbers and it is Everglade College, um, but the thing is, is that this person isn't coming up. Um, is there anybody else's name that this might be listed under? Uh, is this a dependent? Uh, maybe it'll only come up under the, the main.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] I could, I have no idea.
[AGENT][NEUTRAL] Oh, I see. OK.
[CUSTOMER][NEGATIVE] It doesn't say and I don't know, I don't even know where they got this insurance from.
[AGENT][NEUTRAL] So it doesn't, it doesn't even tell you, uh, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] No, unfortunately, it doesn't tell me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Doesn't tell me it just says it's like the patients the guarantor and that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I'm gonna for now, I'm just gonna.
[CUSTOMER][NEUTRAL] Term it
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Maybe Social Security number? Maybe I could, I could look it up as Social Security number. Do you have that? No. OK. OK. Well, that's
[CUSTOMER][NEUTRAL] See if I can't.
[CUSTOMER][NEGATIVE] No, unfortunately, we don't have that. No, we don't even have that.
[AGENT][NEUTRAL] OK. Yeah, [PII], I'm sorry, it's just not coming up and I don't know why it's um.
[CUSTOMER][NEUTRAL] Yeah, that's OK. Um.
[AGENT][NEUTRAL] One of those things.
[CUSTOMER][NEUTRAL] Yeah, so, yep, and I will give the, either the doctor's office a call or I'll call the patient.
[AGENT][POSITIVE] OK, well, if you do uh get another number, yeah, we'll be glad. this is the right number, so if you do get it, then uh just let us know and, and we will be here.
[CUSTOMER][NEUTRAL] And see what they have.
[CUSTOMER][NEUTRAL] Yeah, if we do get it, we'll
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much I appreciate your help.
[AGENT][POSITIVE] OK thanks thanks for contacting AT.