AccountId: 011433970860
ContactId: 3ee4615a-23c9-4181-9466-7ef479ade3da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277040 ms
Total Talk Time (AGENT): 117942 ms
Total Talk Time (CUSTOMER): 86497 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3ee4615a-23c9-4181-9466-7ef479ade3da_20250416T19:21_UTC.wav
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[CUSTOMER][NEUTRAL] What else I got to do?
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hey, [PII]. I'm calling from a um substance abuse facility and I'm trying to verify benefits for substance abuse on a patient.
[AGENT][NEUTRAL] Sure, we can take a look at those benefits. Um, what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Hey [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then did you have a policy number?
[CUSTOMER][NEUTRAL] Well, what is on the card is the letter D as in dog 42032941.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. If you call the number on the back, um, that's most likely how you got to us as those, uh, message prompts can be a bit confusing. That policy number is through, uh, they're called 90 degree benefits, and while we do work with them, uh, this is part of a multi plan.
[AGENT][NEUTRAL] Um, that's not, that's their policy number. So I can get you to them, uh, and get you their information if you'd like, um, or if you have the social for the patient, I can see if they have a policy with us.
[CUSTOMER][NEUTRAL] Um, hold on just one moment, I'll see if I can get a social.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, uh, just so that you are aware, um, if you called the number on the back of that card, uh, you would select option one. It would be option 1 for 90 degree benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Well, I, I
[CUSTOMER][NEUTRAL] I did and it said uh we're busy leave a message and I've got a patient here and I need an answer. I can leave a message and wait.
[AGENT][NEUTRAL] 00, I see. I understand. OK, well we can definitely see if they've got one with us.
[CUSTOMER][NEUTRAL] OK, [PII] 05.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, the social we have is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, I did not get a result with that social uh the only other thing I can try if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK, all right, one moment, it's always possible that we have an incorrect social, so.
[AGENT][NEUTRAL] You just give this a shot.
[AGENT][NEUTRAL] OK, no, I
[CUSTOMER][NEUTRAL] And as as a matter of fact you did find that.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] What was that? I'm so sorry.
[CUSTOMER][NEUTRAL] Did you find that?
[AGENT][NEUTRAL] No, I don't have anyone with, no, I don't have anyone with that name in our system, uh, so it would most likely have to be through, uh, not a degree.
[CUSTOMER][NEUTRAL] I said, did you find
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Try, let me, let me give you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let me give you a different spelling of the first name [PII]
[AGENT][NEUTRAL] [PII] OK, let's see.
[CUSTOMER][NEUTRAL] See sometimes they'll send you the wrong place.
[AGENT][NEUTRAL] And to confirm, the last name was [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I don't have anyone with that name in uh either.
[CUSTOMER][NEUTRAL] OK, well, um, if I can't get through to him I'll just tell him that we can't verify insurance coverage, so I don't know what else to do.
[AGENT][NEUTRAL] I'm sorry about that. It doesn't look like they have a policy with us, so that would most likely have to be through 90 degrees.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, sorry about that. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Bye bye.