AccountId: 011433970860
ContactId: 83950374-3d50-4a53-962e-b75a9d3ce6fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426679 ms
Total Talk Time (AGENT): 140803 ms
Total Talk Time (CUSTOMER): 186222 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/83950374-3d50-4a53-962e-b75a9d3ce6fe_20250130T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling API. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I just want to check the LP of the patient. Can you help me on that, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name again and a good callback number.
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][POSITIVE] Thank you. And your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Can you spell your name?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] M as in Mary.
[CUSTOMER][NEUTRAL] 992-275-718.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social security number?
[CUSTOMER][NEUTRAL] Mm, my social security number go with the member name.
[AGENT][NEUTRAL] OK. What's the member's last name, please?
[CUSTOMER][NEUTRAL] It is, I'll spell it out, OK? [PII]. It's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the first name, please?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] I'm sorry. Could you please start over?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment, I'm waiting on my system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no one's coming up in our system under that name.
[CUSTOMER][NEUTRAL] Unable to find any information about the patient. Patient uh date of birth is [PII].
[AGENT][NEUTRAL] Yeah, I would need the name first in order to um pull them up by date of birth.
[CUSTOMER][NEUTRAL] OK. Unable to find with the member name, am I correct?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. We'll move to the next one, ma'am. I have one more.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] Give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Uh 01673073, [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's first name is uh it is [PII], date of birth is was [PII]. This is [PII].
[AGENT][NEUTRAL] OK, I found her in our system. Just let me advise you that verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] Uh-huh. Effective today?
[AGENT][NEUTRAL] Um, do you need the new policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, the new policy? Sure.
[CUSTOMER][NEUTRAL] Give me a moment. I'm gonna.
[CUSTOMER][NEUTRAL] I'm gonna note it down here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] The new policy number is 025.
[CUSTOMER][NEUTRAL] 025
[AGENT][NEUTRAL] 836.
[CUSTOMER][NEUTRAL] 836
[AGENT][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] 35
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] This is the policy number.
[AGENT][NEUTRAL] No, you had given me a diff yeah, you had given me a different number.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But this is the
[CUSTOMER][NEUTRAL] OK, this is the uh this is this uh policy correct number, right?
[AGENT][NEUTRAL] Yeah, the number I just gave you is the correct policy number.
[CUSTOMER][NEUTRAL] But, but no, but no letter in there.
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][NEUTRAL] Pay ID number?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. Patient group number?
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group number is 16846.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, that's the group number.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] 16.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 846. Uh, provide me the correct mailing address.
[AGENT][NEUTRAL] Um, the correct mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And that's
[CUSTOMER][NEUTRAL] After that?
[AGENT][NEUTRAL] It's in [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. After that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. OK, got it, ma'am. And patient has remaining deductible amount?
[AGENT][NEUTRAL] This is for secondary gap insurance, um, there's, mhm.
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] OK. What's the
[CUSTOMER][NEUTRAL] Gap Insurance. Uh, what's the plan name?
[AGENT][NEUTRAL] The plan name is.
[CUSTOMER][NEUTRAL] Uh, got it. Yeah, gap, gap, gap insurance, right? Gap plan. OK, provide me the patient remaining deductible amount.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] There's no deductible.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am. Thank you, ma'am.
[AGENT][POSITIVE] I thank you again, [PII] for calling ATL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Bye-bye.