AccountId: 011433970860
ContactId: 2e6203ce-55c3-43e3-9927-710051bafe07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143119 ms
Total Talk Time (AGENT): 63393 ms
Total Talk Time (CUSTOMER): 39324 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2e6203ce-55c3-43e3-9927-710051bafe07_20250616T13:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Good morning. This is [PII] with Northeast Primary Care, and I'm trying to just verify benefits on a member that's here in the office today for a visit this morning.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the member number is 02218821.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][POSITIVE] Yes ma'am, it's um thank you 8 969 and [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and you said this was for an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, for offices for PCP.
[AGENT][NEUTRAL] OK, one moment. His benefits are coming up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And actually, in order to verify benefits, they're giving me a different number for you to call for this group.
[AGENT][POSITIVE] I'll give you that number and I can transfer you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. No problem. Um, the number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is for Universal trucking employees, then I'll get you transferred.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. No problem. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL in one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Capital