AccountId: 011433970860
ContactId: 6599aedf-76ef-4ef3-95d6-e8267bdbda8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354100 ms
Total Talk Time (AGENT): 171794 ms
Total Talk Time (CUSTOMER): 101716 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/6599aedf-76ef-4ef3-95d6-e8267bdbda8b_20250217T13:32_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi um good morning I was calling to get eligibility and benefits for patients.
[AGENT][POSITIVE] It would be my pleasure to assist you with the eligibility this morning.
[AGENT][NEUTRAL] Uh, what is your name, please?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. It's [PII]
[AGENT][POSITIVE] Thank you, [PII] and a callback number, please.
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] That is 0171934, M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] 0171934.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima 8.
[AGENT][NEUTRAL] Do you happen to have that APL card ID card, [PII]?
[CUSTOMER][NEUTRAL] Um, no, I don't, it's the patient's first time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It looks like they're missing a number. What is the patient's last name?
[CUSTOMER][NEUTRAL] It's spelled [PII].
[AGENT][NEUTRAL] And the first name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't, OK, so that sounded like a policy number, but it sounded like it was missing a number and I'm looking up last name [PII], first name [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Could he have, and I don't, I'm not pulling up a patient. Does he happen to have another first name maybe?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or do you have the policy holder's name?
[CUSTOMER][NEUTRAL] Um, policy holder, I have a [PII], same last name.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me try search you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's check his policy. He does have a policy, so let me get them pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's got to be it because it's so close to the number you gave me. But you said the patient's name was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm checking, bear with me just a minute.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I got it.
[AGENT][POSITIVE] And I'll be happy to give you his policy information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Now, the policy number that you gave me was in fact wrong. It was one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 479-7779.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] With that policy termed in [PII], I say it has coverage under another policy number. Can I give you the correct policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] As of [PII], the active policy number is 1719341.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And it is active. This is a secondary policy to [PII]'s major medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And are you needing benefits also?
[CUSTOMER][NEUTRAL] Um, yes, it's gonna be for, um, coverage for a bene um.
[CUSTOMER][NEUTRAL] For offices it and then um for allergy services.
[AGENT][NEUTRAL] OK, and I can help you with those benefits as well, [PII]. This policy does not cover any services in a doctor's office. It's going to be for inpatient hospitalization and outpatient facility services.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, that'll be it. I just need to get your name one more time and um,
[CUSTOMER][NEUTRAL] A reference number?
[AGENT][NEUTRAL] Sure, my name or the reference number would be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's been a pleasure. Sure, go ahead.
[CUSTOMER][NEUTRAL] And then also one question.
[CUSTOMER][NEUTRAL] One question before letting you go, um, what was the, the effective date again? I'm sorry for the patient with the new um ID number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and current.
[CUSTOMER][POSITIVE] OK perfect alrighty [PII], thank you so much.
[AGENT][POSITIVE] And thank you [PII] for calling ATL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.