AccountId: 011433970860
ContactId: 485aa35a-45b2-4735-b312-d2489dd05809
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190600 ms
Total Talk Time (AGENT): 83020 ms
Total Talk Time (CUSTOMER): 69989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/485aa35a-45b2-4735-b312-d2489dd05809_20250618T14:43_UTC.wav
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[AGENT][NEUTRAL] Contacting ATR, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes hi.
[AGENT][NEUTRAL] I'm sorry, I can barely hear you.
[AGENT][NEUTRAL] I'm sorry, I can barely hear you.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, uh, can you hear me now? Hello?
[AGENT][POSITIVE] A little bit better. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Um, I'm calling from the, my name is [PII], by the way. I'm calling from the provider's office.
[CUSTOMER][NEUTRAL] I just need an information on a member's eligibility, please.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, uh, policy policy number would be 02501700.
[AGENT][NEUTRAL] Thank you and the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth would be [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][POSITIVE] Uh, I'm sorry, I didn't get you. I'm sorry about that.
[AGENT][NEUTRAL] Yes, is there a callback number I can have in the evening that we're disconnected?
[CUSTOMER][POSITIVE] Uh, just the benefits, yes.
[AGENT][NEUTRAL] Yes, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, sure. Um, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. This is a secondary or gap insurance that Ada gets from her.
[AGENT][NEUTRAL] Employer when they renew as a group, they get a new policy number.
[AGENT][NEUTRAL] That policy number that went into effect on [PII] and which is active.
[AGENT][NEUTRAL] 02639913. Again, that's 0293 excuse me, 02639913 that is active. Is there anything else besides eligibility that I can help with, [PII]?
[CUSTOMER][NEUTRAL] Uh, can you repeat the, uh, policy number just one more time, please, if you don't mind.
[AGENT][NEUTRAL] Yes, I can. It's 02.
[AGENT][NEUTRAL] 63.
[AGENT][NEUTRAL] 9913.
[CUSTOMER][NEUTRAL] 991. OK.
[CUSTOMER][NEUTRAL] Alright, and that, uh, the policy is active, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Yes, and uh um there's no deductible and co-insurance or any of that, right, for a specialist uh offers with it?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, this, this policy does not cover the specialist offices. It covers treatment within the physician's office.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Up to $3000 per calendar year and again, that's just a verification, not a guarantee of payment, but the office visit copay is not covered on this policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right. All right. OK. OK. OK, then, thank you so much. Um, um, may I have a reference number for this call?
[AGENT][NEUTRAL] My name is [PII] first [PII].
[AGENT][NEUTRAL] We use that in today's date as a reference. Is there anything else that I need help with?
[CUSTOMER][POSITIVE] Uh, no, that would be all. Um, thank you so much, [PII].
[AGENT][POSITIVE] Thank you for contacting ATO have a good.