AccountId: 011433970860
ContactId: 2f198ae9-b13e-471c-8260-2cc734c6c0eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191100 ms
Total Talk Time (AGENT): 82588 ms
Total Talk Time (CUSTOMER): 77638 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/2f198ae9-b13e-471c-8260-2cc734c6c0eb_20250130T15:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII], can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh great. OK. Uh, this is [PII] from Advanced Urology Institute. I'm calling regarding one of my patients. I just wanna check eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility, um, and you said your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. [PII], can I have your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII] and extension is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]. OK. Thank you. What is the patient's name?
[CUSTOMER][NEUTRAL] Uh, the patient is [PII] uh, uh, sorry, [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Um, 02090755 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9121.
[CUSTOMER][NEUTRAL] OK. And are you guys, um,
[CUSTOMER][NEUTRAL] Supplement, Medicare supplement, or that's just the BBO secondary or what exactly?
[AGENT][NEUTRAL] So um this is just to verify coverage we're just not a guarantee of payment we are a supplemental insurance policy that is secondary to his primary, and we help with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK. You said supplement?
[AGENT][NEUTRAL] Yes, it's a gap insurance. I'm sorry, it's a gap insurance that helps with deductible, co-pay, and co-insurance. So we're billed second.
[CUSTOMER][NEUTRAL] I'm sorry, I, the voice was cutting a bit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Got it. Uh, can I just confirm the billing address?
[AGENT][NEUTRAL] Yes ma'am, um, you can send the claims to [PII], and that's in [PII], [PII].
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, uh, do you have electronic payer ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Thank you so much and have a wonderful day.
[AGENT][POSITIVE] You too [PII] you have a blessed one thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye.
[AGENT][NEUTRAL] Bye bye.