AccountId: 011433970860
ContactId: 4bc490c9-bda8-4aab-ad6b-297710dbe271
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215809 ms
Total Talk Time (AGENT): 121519 ms
Total Talk Time (CUSTOMER): 68196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/4bc490c9-bda8-4aab-ad6b-297710dbe271_20250204T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can take eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] [PII], can I get a good call back number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 02277461
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you the uh fax back that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Sure. I'm actually calling for eligibility for a dependent. Um, her name is uh [PII], [PII].
[AGENT][NEUTRAL] OK, which dependent?
[AGENT][NEUTRAL] OK. I do have [PII]. I've got a different date of birth for her. Let's see. It could very well be incorrect on our end.
[AGENT][NEUTRAL] OK, she is active, uh, under this policy though.
[CUSTOMER][NEUTRAL] Um, and the fax back, will it have accumulations and history.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It will not have history, no, but I can check that for you.
[CUSTOMER][NEUTRAL] Uh, sure. Yeah, I just needed to see if she's used any of the max or met the deductible.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, so there it does go based off of a calendar year and I don't have any history on file for her anyway. I just like, um, but this plan does operate on the calendar year, so, um.
[AGENT][NEUTRAL] This plan is, uh, it's $1500 max is the benefit maximum, um, and then there's a $50 deductible up to $150 per family, and that does not apply to preventative expenses.
[CUSTOMER][NEUTRAL] OK, um, and, um, can I check on one more dependent?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't have any history for [PII] either.
[CUSTOMER][NEUTRAL] OK perfect and then can I get a reference number for this call?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Uh did you still want me to send this fax back to you, [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, what's that fax number for you please?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that uh correctly. That was [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]. Got it. OK, yep, sorry, that was, that was me. OK, so the name I'm going to put on it is I'll go ahead and put [PII], um, but the benefit information is going to be the same for everyone under this policy.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, that's right.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] Alright, yep, you should get it here in maybe 10-15 minutes depending on how busy your machine is. Uh, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, that's it, thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.