AccountId: 011433970860
ContactId: 5c21898d-729d-42ab-954c-76b54837a6f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133419 ms
Total Talk Time (AGENT): 50768 ms
Total Talk Time (CUSTOMER): 70477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/5c21898d-729d-42ab-954c-76b54837a6f4_20250401T15:39_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm [PII], we're the provider. I'm calling for the eligibility please for a member.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with eligibility. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is gonna be 02449587ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], I can't say the name.
[AGENT][POSITIVE] Close enough.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can't say it, and I live here in [PII]. I can't, no, forget it, [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] No, so we don't need it. We don't need that because she has her primary insurance already, so, um, that's fine. Um, is this, is the group name Marissa International Inc?
[AGENT][NEUTRAL] Yes, ma'am. That's the group name.
[CUSTOMER][NEUTRAL] OK, group number is 80017.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then what's his name, the husband [PII]'s the subscriber?
[AGENT][NEUTRAL] Yes, he is.
[CUSTOMER][POSITIVE] Thank you. OK, and it's, and it's your name and today's date, and I, I know I remember how to spell your name [PII]
[AGENT][NEUTRAL] Yes, ma'am, that's correct. And today's date is the reference number is.
[CUSTOMER][POSITIVE] Uh, yep, I, yep, that's it for now. Thank you for everything.
[AGENT][POSITIVE] OK. Thank you again, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm.