AccountId: 011433970860
ContactId: 7a1934ca-b686-40df-b9a4-19da668ad19b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160679 ms
Total Talk Time (AGENT): 71715 ms
Total Talk Time (CUSTOMER): 50677 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/7a1934ca-b686-40df-b9a4-19da668ad19b_20250625T15:53_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was just wanting to verify.
[CUSTOMER][NEUTRAL] Insurance for a patient?
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Uh, 1,462,920.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and do [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII].
[AGENT][NEUTRAL] 18, it is active. Now, is there anything else besides eligibility that I can help with on the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Um, I was wanting to know what would be the correct billing address or the and the payer and the payer ID because I don't have payer ID.
[AGENT][NEUTRAL] The payer ID is 60801.
[AGENT][NEUTRAL] And our mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our mailing address.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] Um, we also have an online service center.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At [PII] you can contact that as well.
[CUSTOMER][NEUTRAL] Um, I do have a question because I have a claim address as [PII].
[AGENT][NEUTRAL] Yes, uh, we don't use that one anymore. It's, it's, uh, it's no longer active.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] OK, so it is just the [PII]. OK, perfect.
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] And you said this is a.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You said this is a secondary insurance?
[AGENT][POSITIVE] It is a secondary insurance, that's correct.
[CUSTOMER][POSITIVE] OK, perfect. No, ma'am that was every uh call reference number. I'm sorry.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AT have a good.