AccountId: 011433970860
ContactId: 3b484eac-3bfa-4db9-ac5d-c41e5436ad2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141520 ms
Total Talk Time (AGENT): 66911 ms
Total Talk Time (CUSTOMER): 72974 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/3b484eac-3bfa-4db9-ac5d-c41e5436ad2a_20250211T20:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII]. Good afternoon. I'm calling from a provider's office. I need some information in a member plan, please.
[AGENT][NEUTRAL] OK, you're needing information on a member's plan, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, uh, what type of information are you needing?
[CUSTOMER][NEUTRAL] I need to see if the member she's active if she have any copay for office visit or ultrasounds.
[AGENT][NEUTRAL] OK, so you're needing eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Dining office
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you. Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII], what is your call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 01663.
[CUSTOMER][NEUTRAL] 733 ML 7.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] I have a question. I have a question. I don't have the car in front of me, um, I guess when the patient called, uh, they got the information through the phone, and I know this plan has two different member ID one end in 7 and the other one I think it ends in A, correct?
[AGENT][NEUTRAL] I'll need to pull that information up first morning before I can confirm that. So any information, you're welcome that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], so [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. Now, the policy number that you provided for me is an old policy number. This policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you see a new one there?
[AGENT][NEUTRAL] And, and, and there is no other active policy with APL. Yes, ma'am. She does not currently have active coverage with us.
[CUSTOMER][POSITIVE] OK, perfect. All right, great. Can I
[CUSTOMER][NEUTRAL] All right. Can I have a reference number from this phone call?
[AGENT][NEUTRAL] Yes, and you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much have a wonderful afternoon, thank you.
[AGENT][POSITIVE] You're welcome, [PII], and you're very welcome. And again, thank you for calling APL. I hope you have a great afternoon also.
[CUSTOMER][POSITIVE] You too thank you.