AccountId: 011433970860
ContactId: 3ff0d1b7-dced-4eab-8314-7c8182fd47fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270130 ms
Total Talk Time (AGENT): 107086 ms
Total Talk Time (CUSTOMER): 87419 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/3ff0d1b7-dced-4eab-8314-7c8182fd47fe_20250106T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling you from provider's office to check the eligibility of the patient.
[AGENT][NEUTRAL] OK, yeah, I could check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] So yes, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the.
[CUSTOMER][NEUTRAL] Could you please uh spell out your name, too?
[AGENT][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And then did you have the policy number? Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] Yeah, the policy number is 01753781.
[CUSTOMER][NEUTRAL] ML8.
[AGENT][NEUTRAL] All right, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Uh sure.
[AGENT][NEUTRAL] OK, they do, uh, let me know when you're ready for this policy number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 20
[AGENT][NEUTRAL] 3915.
[AGENT][NEUTRAL] And the effective date was [PII].
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Uh, the policy ID is 02203915.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, for the provided, uh, member ID, the policy is termed on [PII], right?
[AGENT][NEUTRAL] Yes, the policy number you had given me, yes, this is their new policy number.
[CUSTOMER][NEUTRAL] OK. Uh, so the provider policy number is incorrect though? It's the previous one.
[AGENT][NEUTRAL] That one was, that one did terminate, so this is their new policy number that is active.
[CUSTOMER][NEUTRAL] OK. When was this, uh, when was the date of this policy number?
[AGENT][NEUTRAL] Effective date of this one was [PII].
[CUSTOMER][NEUTRAL] And the termination date.
[AGENT][NEUTRAL] There is no term date it is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, could you please tell me the address?
[AGENT][NEUTRAL] Uh, could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] Could you please provide me the payer address?
[AGENT][NEUTRAL] Uh, claims address?
[CUSTOMER][NEUTRAL] The [PII], yes.
[AGENT][NEUTRAL] Yes, uh, that would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I've also got a fax number and a pair ID if you'd like.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, I need the pay ID.
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, and, uh, the patient, the subscribe is [PII] right.
[AGENT][NEUTRAL] Uh, [PII], yes, [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Mm, thank you. Uh, OK, could you please tell me the options?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my last initial is [PII] and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Oh OK OK that's enough.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Have a great day too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.