AccountId: 011433970860
ContactId: 5611ace6-58fa-439f-b6c5-c5a0c745e0fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183080 ms
Total Talk Time (AGENT): 86087 ms
Total Talk Time (CUSTOMER): 67468 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/5611ace6-58fa-439f-b6c5-c5a0c745e0fb_20250331T20:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling. Um, we traded a patient and they gave us this card. I'm trying to figure out what insurance it is. There's so many names on the card and I don't recognize the name of the insurance company. Um, it says benefits in a card, and I don't know if that's actually contracted through something like we're thinking maybe Health Link. We didn't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you have got a patient that you're trying to verify their eligibility on and what exactly?
[CUSTOMER][NEUTRAL] What you guys are.
[CUSTOMER][NEUTRAL] Yeah, it's for chiropractic so yeah and so I don't don't know who to bill like I don't, yeah, I've never heard of benefits in a card so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII], and I'm calling from Washington Chiropractic Clinic in [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you for you please.
[CUSTOMER][NEUTRAL] What? I'm sorry?
[AGENT][NEUTRAL] What is your callback number, [PII]?
[AGENT][NEUTRAL] I'm sorry, there's an echo on our call.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you, can you hear me better now?
[AGENT][POSITIVE] That's my, yes, that is better.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[AGENT][NEUTRAL] There should be a policy certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It says employee ID is D as in David 42032687.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Now, that is gonna be a 90 degree benefit number, not an APL number. Some of these members have uh dual coverage.
[AGENT][NEUTRAL] Um, so benefits in a card is the enrollment company.
[AGENT][NEUTRAL] That the member enrolls through.
[AGENT][NEUTRAL] Now, do you have, um, I'm not gonna be able to look up the number's information with that number you gave me. What is there, I can try by name, I can't search by date of birth. I can either search by full social or I can try the name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, his, yeah, this is the ID number on the card.
[AGENT][NEUTRAL] To see if that's with us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His name is [PII]
[AGENT][NEUTRAL] OK, so let me.
[AGENT][NEUTRAL] Let me see if I can locate anyone by that name.
[CUSTOMER][NEUTRAL] And it says multi plan on there.
[AGENT][NEUTRAL] Multiplan would be the network.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Providers
[AGENT][NEUTRAL] Company
[AGENT][NEUTRAL] And you said [PII], correct? [PII]?
[CUSTOMER][NEUTRAL] Mhm