AccountId: 011433970860
ContactId: 5920ec25-dd7e-44ec-871f-97404023fec8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221080 ms
Total Talk Time (AGENT): 115976 ms
Total Talk Time (CUSTOMER): 66765 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/5920ec25-dd7e-44ec-871f-97404023fec8_20250429T15:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check eligibility on a couple couple of members.
[AGENT][NEUTRAL] Sure, I can take eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[AGENT][NEUTRAL] Oh, that's OK. Uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then, uh, you, there were a couple of policies we needed to verify, is that right?
[CUSTOMER][NEUTRAL] Yep, I have 2.
[AGENT][NEUTRAL] OK, sure. What was that first policy number, please?
[CUSTOMER][NEUTRAL] The first one is 223-0085.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for this member?
[CUSTOMER][NEUTRAL] Uh, this one is for for [PII], birthday [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, and no term date at this time on this one?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, and the mailing address for sending claims, can I get that from you real quick?
[AGENT][NEUTRAL] Of course, I've also got a fax number and a payer ID if you'd like. Um, so the mailing address that is uh [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then, uh, did you want the fax number and payer ID as well?
[CUSTOMER][NEUTRAL] Uh, fax number if you could please.
[AGENT][NEUTRAL] Sure that fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 423. OK, fabulous. Alright, just is there a reference number for this patient?
[AGENT][NEUTRAL] Uh, it would be the same, uh, for any of them. Uh, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK, fabulous thank you and let me know when you're ready for the next one.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] I, I'm ready when you are.
[CUSTOMER][NEUTRAL] Alright, next one is 016.
[CUSTOMER][NEUTRAL] 56932.
[AGENT][NEUTRAL] OK. And then uh the name and date of birth for this number, please?
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for that. Uh, so this policy looks like it terminated [PII], but if you'll give me one moment, I'll see if there might be an active one. It could just be a different policy number.
[CUSTOMER][POSITIVE] OK, fabulous thank you.
[AGENT][NEUTRAL] Of course one moment.
[AGENT][NEUTRAL] OK, no, he did have one other, uh, but that one terminated in [PII], so currently does not have an active policy with us.
[CUSTOMER][POSITIVE] OK, fabulous, um.
[CUSTOMER][POSITIVE] OK, that's all I had, just those two patients. Thank you very much for your help. I appreciate it, [PII].
[AGENT][POSITIVE] Alright, of course, yeah, thanks for calling APL. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You also, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.