AccountId: 011433970860
ContactId: 7668a045-53f5-4ea2-9d2f-4aae4571a376
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157479 ms
Total Talk Time (AGENT): 81220 ms
Total Talk Time (CUSTOMER): 67117 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7668a045-53f5-4ea2-9d2f-4aae4571a376_20250219T23:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a doctor's office, wondering if you can confirm eligibility for a mutual patient.
[AGENT][NEUTRAL] I sure can, Miss [PII] uh can you please give me your call back number and the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Yes, phone number is [PII].
[CUSTOMER][NEUTRAL] And facility name is Temecula Valley Primary Care Physicians.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. Name is [PII], last name is [PII], and date of birth is [PII].
[CUSTOMER][NEUTRAL] And I have his policy number as 02584929.
[AGENT][NEUTRAL] OK, let me look up that policy real quick for us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that one does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you know if he's in network with our office?
[AGENT][NEUTRAL] Uh, in order to find out if they are in network, I'll have to transfer you over to multi-plan, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I'm gonna give you that phone number though. It's [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] just in case the call is disconnected, you'll have it.
[CUSTOMER][NEUTRAL] OK, thank you and then one other question for you um are you able to fax eligibility?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] No, not on uh medical policies.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, OK, um, do you have a call reference number for today?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, and that was [PII]?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Why, yes ma'am, why and then Miss [PII], what is your uh you gave it to me, never mind, I've got it right here OK I'm gonna go ahead and transfer you on the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Over to um
[AGENT][NEUTRAL] Multi plan just so that they can verify that uh network for you.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] You're welcome. You have a good night and thanks for calling APL bye bye, [PII].
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] For questions about your