AccountId: 011433970860
ContactId: 545fb332-d847-4616-8cc3-dc9f437b4984
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214759 ms
Total Talk Time (AGENT): 74512 ms
Total Talk Time (CUSTOMER): 101926 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/545fb332-d847-4616-8cc3-dc9f437b4984_20250226T13:43_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. Um, I'm calling from Piedmont OBGYN in [PII]. I have a patient who I'm just trying to verify, um, eligibility for for an upcoming appointment.
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][POSITIVE] It's a little better. Give me your name again, please.
[CUSTOMER][NEUTRAL] Uh, it's [PII]. Um, I'm calling from Piedmont. Perfect. Um, I'm just calling to verify eligibility for a patient we have an upcoming appointment for.
[AGENT][NEUTRAL] That's better, [PII].
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Um, let me see, she gave me two different cards, but I have.
[CUSTOMER][NEUTRAL] Let's see, the policy number is 02587959.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][POSITIVE] Yes they will.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And the patient's date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII] from the.
[AGENT][NEUTRAL] And name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that and we're just checking the effective date and if the policy is active.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I have that information for you. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And this policy is active at this time. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] Um, are you able to tell me if we're in network with her plan?
[AGENT][NEUTRAL] So I can tell.
[CUSTOMER][NEUTRAL] Because we have, I've personally never seen this insurance before.
[AGENT][NEUTRAL] OK, I can tell you that the uh the network of contracted providers is multiplan. We do not have a list of their providers. Are you familiar with multi plan?
[CUSTOMER][NEUTRAL] I am, but there's a ton of different ones, so.
[AGENT][NEUTRAL] I have a phone number that I can provide if you wanted to call him to verify this provider's par.
[CUSTOMER][NEUTRAL] I was just trying to verify.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, that number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] um there's also a website [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You could probably search it by the tax ID number online.
[CUSTOMER][NEUTRAL] OK perfect and you said it was effective as of [PII]?
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] [PII] currently active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, we got. Alrighty, and do you have a call reference number?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. [PII]
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][NEUTRAL] Hey [PII] [PII] too.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] It's just a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Not