AccountId: 011433970860
ContactId: 628a8b6a-1ada-4b7f-bb56-85ee96862595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180220 ms
Total Talk Time (AGENT): 76837 ms
Total Talk Time (CUSTOMER): 67025 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/628a8b6a-1ada-4b7f-bb56-85ee96862595_20250327T16:31_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, did you say your name was [PII]?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh hi [PII] sorry about that my name's [PII].
[CUSTOMER][NEUTRAL] And I'm calling about a mutual patient because um the patient provided us a ID number, but I'm not able to verify benefits online, so I was wondering if you could help me.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Um, let's see. And you said that you can't pull her up by the policy number?
[AGENT][NEUTRAL] That she gave you
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Um, do you have her social?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, I could try name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] [PII], so it's [PII] First name [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] OK, I found her in our system and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I have her policy number here if you need that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Um, the policy number is 02545381.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's what I have that's weird. OK, um, and quick question, what does this cover? So she, we're a primary care physician and she said this was her secondary insurance to cover her co-pay from her primary.
[AGENT][NEUTRAL] Um, yes, ma'am. Let's see. The effective date on this policy was [PII] and the policy is still active and let's see for office visits.
[AGENT][NEUTRAL] OK, for office visits, we cover up to $25 per visit and she gets 4 visits per calendar year.
[CUSTOMER][NEUTRAL] OK, 4 per year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um would you be able to pro provide me with the electronic payer ID?
[AGENT][NEUTRAL] Um, yes, the payer ID is 60801.
[CUSTOMER][NEUTRAL] OK perfect and [PII], is there a reference number for this call?
[AGENT][NEUTRAL] Um, you can use my name and today's date for the reference number. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. Have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.