AccountId: 011433970860
ContactId: 7b48ef14-365f-4a0a-a716-78edd5463674
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128190 ms
Total Talk Time (AGENT): 57117 ms
Total Talk Time (CUSTOMER): 42038 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/7b48ef14-365f-4a0a-a716-78edd5463674_20250319T12:53_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. Last initial is [PII]. I'm calling from an ordering provider's office just to verify if one of our patients' plan is still active.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh yes, it is 1,404,110 ML 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Can just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her new policy number is 017.
[AGENT][NEUTRAL] 97926.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK perfect alrighty we'll go ahead and make note and um just to verify, do they require authorization for um any exams?
[AGENT][NEUTRAL] Um, no, ma'am. Since this is secondary gap insurance, we go by the primary insurance guidelines, so we don't require authorization.
[CUSTOMER][POSITIVE] OK, perfect. Alrighty, thank you so much for your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, I think that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks.