AccountId: 011433970860
ContactId: 35b2c194-be26-4322-8d80-57041a8ae4e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165479 ms
Total Talk Time (AGENT): 71158 ms
Total Talk Time (CUSTOMER): 58614 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/35b2c194-be26-4322-8d80-57041a8ae4e4_20250110T18:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. So, good afternoon. Uh, my name is [PII]. I'm calling from uh provider's office, and I just need to verify a um member's eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Thank you. Sure. Uh my direct number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, sure. It is 02555592.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh-huh, it's [PII], um, [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity policies.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. Um, do you guys have an electronic payer ID?
[AGENT][NEUTRAL] Uh, for this one, let me see which one it is.
[AGENT][NEUTRAL] Electronic payer ID is 64556.
[CUSTOMER][NEUTRAL] 645-556. And what's that payer address?
[AGENT][NEUTRAL] OK, the claims will go to IMA for repricing. So that's [PII].
[CUSTOMER][NEUTRAL] What was the name of the plan? I'm sorry.
[AGENT][NEUTRAL] This is a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] And I know, before the PO box, you mentioned the name.
[AGENT][NEUTRAL] Oh, IMA.
[CUSTOMER][NEUTRAL] The clin
[CUSTOMER][NEUTRAL] I M A O I M A.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All righty, perfect. And if you have a reference number that I can uh write down.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][POSITIVE] All right, we'll do that. Thank you so much. I appreciate your time and your help with this.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Oh, that'll be all for today. You enjoy the rest of your day and have a good weekend.
[AGENT][NEUTRAL] You also, Miss [PII]. Thank you for calling ATO. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.