AccountId: 011433970860
ContactId: 624f8a86-cec4-4cbe-8933-76cd43c04a51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156869 ms
Total Talk Time (AGENT): 74796 ms
Total Talk Time (CUSTOMER): 55074 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/624f8a86-cec4-4cbe-8933-76cd43c04a51_20250113T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Garden Health. I'm trying to verify eligibility on a member.
[AGENT][POSITIVE] All right. I'm happy to check on eligibility for you today. What's the patient's policy?
[CUSTOMER][NEUTRAL] I'm sorry, you sound a little bit far away. Did you ask for the patient's policy?
[AGENT][NEUTRAL] Oh, I'm so sorry, yeah, can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is listed as 02473022 M as in Mary, L as in Louis, 8.
[AGENT][POSITIVE] Alright, thank you so much for that. Let me just pull this up here.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date on this is for [PII] or the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, and is there a group number for the plan?
[AGENT][NEUTRAL] Yeah, let me take a look here one second.
[AGENT][NEUTRAL] Uh, group number is 23143.
[CUSTOMER][NEUTRAL] OK, and I also have an address or a claims address listed for you guys of [PII].
[AGENT][NEUTRAL] It's actually a different address. Let me give you the correct one.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's actually in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Do you guys have an electronic payer ID just for documentation purposes?
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Yeah, we do. It's uh 60801.
[CUSTOMER][NEUTRAL] OK, and lastly, may I please have a reference number for our call today?
[AGENT][NEUTRAL] Absolutely. Call reference is gonna be my name with my last initial then today's date. My name again is [PII], that is spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK wonderful thank you so much I really appreciate you have a wonderful day.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][NEUTRAL] Bye.