AccountId: 011433970860
ContactId: 653a470a-bf7d-4842-844f-b643239ba3eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542710 ms
Total Talk Time (AGENT): 183787 ms
Total Talk Time (CUSTOMER): 184938 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/653a470a-bf7d-4842-844f-b643239ba3eb_20250523T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Alright, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from the Stovall's office here in [PII], and we have a patient here that has your guys' insurance, but it's like called Benefits on a card, but they sent me over to you guys and I'm just needing to verify his eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely, it's area code [PII] and I'm at option one.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] It is D as in Delta 43410994.
[CUSTOMER][NEUTRAL] You say you don't. I know that your insurance is good, so the next time you come in, just make sure you bring it in for it.
[AGENT][NEUTRAL] OK, yeah, when it's a, when it starts with a D like that, that's actually 90 degrees.
[CUSTOMER][NEUTRAL] Yeah, they sent me to you guys.
[AGENT][NEUTRAL] Um, so,
[AGENT][NEUTRAL] Do you have the patients, uh,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Language and communication is usually no as.
[AGENT][NEUTRAL] Um, so I won't be able to look it up by that policy number. Um, let's go ahead and try the patient's last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] OK, it looks like you're having lab, so I'll take that back. I won't need a lab.
[AGENT][NEUTRAL] SON or SEN?
[CUSTOMER][NEUTRAL] ON
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment to pull that up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, because the 90 degree ones we typically can't see, but I'm gonna try and look up their phone number.
[CUSTOMER][NEUTRAL] 23rd.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Hey, that's exciting though.
[CUSTOMER][NEUTRAL] Yeah, a little bit of everything and this one just sign and dated OK honey.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][POSITIVE] Thank you. You just have a seat and be with you in a minute, OK?
[AGENT][NEUTRAL] I think my computer took a nap because it's having trouble waking up. There we go.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][POSITIVE] My printer likes to do that.
[AGENT][NEUTRAL] Let me see. You said it was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And I do apologize. You said in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because there's a lot of them.
[CUSTOMER][NEUTRAL] Do you need his date of birth?
[AGENT][NEUTRAL] Um, do you have his social?
[CUSTOMER][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Let's see if that helps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize. Just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify his date of birth?
[CUSTOMER][NEUTRAL] That's the menu.
[CUSTOMER][NEUTRAL] [PII]. I would write it down.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just pulled up one of the policies that he has with us, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me make sure that this is the right one because he has several through us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I, I just needed like because he brought me a dental and a vision because that's what his employer printed out for him, but that's not what I, you know, we're a medical.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, and we don't have vision insurance and a lot of them, um, we'll just give them that card thinking that we have the vision. Um, so I just pulled up his hospital indemnity, um, product. So, uh, and that one is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hold on, hold on, write it. I'm right, effective date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so we have.
[CUSTOMER][NEUTRAL] Benefits in a card as the claims thing, do I need to change that to the uh.
[AGENT][NEUTRAL] Right, so when you.
[AGENT][NEUTRAL] No, because it'll have to go through them as well it's a little different the way we have them so their employer is considered um benefits in a card and they it it's like a staffing agency and so um they require a little bit extra.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So when you do claims do you have the pen and paper down?
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] And I'm gonna give you their address to send the claim to. So you'll send it to IMA.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] In [PII]
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] [PII] which I, I think is [PII].
[CUSTOMER][NEUTRAL] Um and not [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the um
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] 121. OK.
[AGENT][NEUTRAL] And I have their payer ID if you need that as well.
[CUSTOMER][POSITIVE] Is there a payer ID? Oh, fantastic payer.
[AGENT][NEUTRAL] Yes, it's
[AGENT][NEUTRAL] It's 645-56.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so his effective date is [PII].
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[CUSTOMER][NEUTRAL] Is there like a confirmation number for this phone call?
[AGENT][NEUTRAL] No, we don't have confirmation numbers, but you can use my name and last initial in today's date. So [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] How do you spell your name? I'm sorry.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, alright, I will get this all taken care of. I appreciate your time, [PII], and you have a great holiday weekend.
[AGENT][POSITIVE] Thank you for calling ATL [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.