AccountId: 011433970860
ContactId: 3dda7beb-b8d5-4960-83b9-4741544abd31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494130 ms
Total Talk Time (AGENT): 174841 ms
Total Talk Time (CUSTOMER): 73573 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/3dda7beb-b8d5-4960-83b9-4741544abd31_20250422T17:25_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] Yes, hello, I'm just calling in regards to a patient here in our office, um, to see if they're, um, eligibility benefits and you could fax that over and if they are active.
[AGENT][NEUTRAL] OK, so you're needing eligibility and benefits for a number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] I'm so sorry. Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] You said the member's policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 02488477.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up.
[AGENT][NEUTRAL] OK, unless if any information that I do today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] His name is um [PII] then last name [PII] [PII]
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And just one moment, please.
[AGENT][NEUTRAL] And on the first name, you said the last name of the last
[AGENT][NEUTRAL] The letter of her first name is [PII], is that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so our enrollment information for her has it as a yes ma'am, our enrollment information has it as a V.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] So the fax back will have a V on it.
[CUSTOMER][NEUTRAL] You said a V.
[AGENT][NEUTRAL] V. Mhm.
[AGENT][NEUTRAL] And I do show that she is covered under this policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And one moment while it's the information is loading and I'll be happy to send you a fax back of her benefits, OK? Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was the patient you have?
[AGENT][NEUTRAL] Yes ma'am, the patient's first name is [PII].
[CUSTOMER][NEUTRAL] Because for me it's a male.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] So either way, it's a V as [PII], yes, and we do show it as a.
[AGENT][NEUTRAL] A male.
[AGENT][NEUTRAL] But we have the last letter as [PII]
[AGENT][NEUTRAL] And I cannot change that.
[CUSTOMER][NEUTRAL] This last name is.
[AGENT][NEUTRAL] If that is not
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] The last name is [PII].
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] You said that the first name.
[AGENT][NEUTRAL] Was [PII] Is that correct?
[CUSTOMER][POSITIVE] Yes, for the first name, yes.
[AGENT][NEUTRAL] Yes, but for the first name instead of [PII] as the last letter of the first name, we have a [PII]
[AGENT][NEUTRAL] And I cannot change that. So your facts back.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] That you will receive will have a [PII] on it, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good fax number for you please, [PII] that I can send the benefits to?
[CUSTOMER][NEUTRAL] Yeah, it'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Please to my attention.
[AGENT][NEUTRAL] And again, your fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I have just sent that to you, [PII], and then if you all end up filing a claim with us for this member, once we have processed our claim, we do have a portal in which you should be able to check claim status for him and that website for the portal is secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] OK, and that'll be all.
[CUSTOMER][POSITIVE] Then that'll be all thank you so much.
[AGENT][POSITIVE] OK. Well, you are very welcome and thank you again for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes ma'am thank you bye.