AccountId: 011433970860
ContactId: 89a79581-4653-4d26-b7c3-1eacf663631e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439059 ms
Total Talk Time (AGENT): 153431 ms
Total Talk Time (CUSTOMER): 187631 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/89a79581-4653-4d26-b7c3-1eacf663631e_20250331T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and my first initial is [PII]. How are you?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][POSITIVE] I'm good. What about you?
[AGENT][POSITIVE] I'm doing well, thank you. What can we help you with today?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. I just want to uh know the eligibility of this patient.
[AGENT][NEUTRAL] OK, I can check eligibility for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, sure. [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 23143.
[AGENT][NEUTRAL] Uh, that's gonna be a bit too short to be one of our policy numbers, [PII]. Are there some digits missing?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, this is uh uh the number I told you. This is, I will see in my system. This is 23143.
[AGENT][NEUTRAL] OK, yeah, that's gonna be too short to be one of our policy numbers. Um, do you maybe have their social? I could search for them that way?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, can you please search with the name or date of birth?
[AGENT][NEUTRAL] I can search with the name if you could spell out the first and last name for me.
[CUSTOMER][NEUTRAL] Sure, sure. Just wait a moment. Uh, the first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh [PII] uh
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And did you have the member's date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh the number date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that uh this was for medical, correct?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] This was for their medical policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, this is for medical, yes.
[AGENT][NEUTRAL] OK, alright, what was the date of service for this client or I'm sorry, uh, no, we're not looking at a claim, we're just looking at eligibility, apologize, um, OK, so this policy is active effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, what is the termination date of this patient, uh, sorry, policy?
[AGENT][NEUTRAL] It is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh um the effective date is [PII]. Is it correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Uh, you don't have any termination date?
[AGENT][NEUTRAL] No, there's no term date.
[CUSTOMER][NEUTRAL] OK. Uh, can you please uh tell me, uh, provide me the pay ID of this patient?
[AGENT][NEUTRAL] Our payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. OK. What is the plan type?
[AGENT][NEUTRAL] This is a secondary medical policy.
[CUSTOMER][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] Medicare policy, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please uh provide me the billing address?
[AGENT][NEUTRAL] Uh, claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm. Go ahead.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Can you please spell this name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. [PII], it is correct?
[AGENT][NEUTRAL] It's OK, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. uh, [PII], [PII]. Is it correct?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh just wait a moment. [PII], right?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK. OK, OK. Just wait a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Can you please uh tell me the member ID of this patient?
[AGENT][NEUTRAL] It was the uh yes, that is 02.
[AGENT][NEUTRAL] 47.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3058.
[CUSTOMER][NEUTRAL] Mm-hmm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 5802473058.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct. OK. Thank you. Thank you so much. Can you please uh provide me the call reference number, please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK. Uh, no, not at all. Uh, your name, uh, spell is like [PII]
[CUSTOMER][NEUTRAL] And first initial is [PII], is it correct?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK, uh, color phone number is your name and uh two digit date.
[AGENT][NEUTRAL] Yes, my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, this date. OK, [PII], thank you so much for your help. Uh, have a good day. Bye for now.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Bye-bye. Take care. Bye.