AccountId: 011433970860
ContactId: 5d432334-3017-49c6-8191-8a707d8f8a84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153919 ms
Total Talk Time (AGENT): 83961 ms
Total Talk Time (CUSTOMER): 42176 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/5d432334-3017-49c6-8191-8a707d8f8a84_20250410T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from a doctor's office trying to verify eligibility for a patient and see if we are in network.
[AGENT][NEUTRAL] Sure I could check eligibility and what network that might be a part of um what was your name?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then did you have that policy number?
[CUSTOMER][NEUTRAL] It is 02288051.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Name is [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII] uh and this was for dental correct?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, so this was, uh, is their dental policy. That's why I had to ask. Give me just a moment, let me see if they have a medical policy with us.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] One moment. OK, so.
[CUSTOMER][NEUTRAL] I think she's using your name and date of birth.
[AGENT][NEUTRAL] So they, they do have a medical policy with it that's OK. Um, they do have a medical policy with us that is currently active, um, whenever you're ready I can give you that correct policy number.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, so it's 02288082.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yes, OK, so, uh, it is active. Effective date was [PII], and so this is a limited indemnity medical plan, uh, in that sense it's not affiliated with any sort of network, um, for claim information we uh for this kind of policy we don't handle that, um, that's handled through they're called web TPA um I can give you their phone number and then I can transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] Here's your card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, did you want their phone number?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Before I transfer?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] OK, you just want me to transfer you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, sure, I'm just gonna put you on a hold while I get someone on the line for you of course have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks so much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You too. You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited.