AccountId: 011433970860
ContactId: 956197fb-86de-4e3e-9529-fba9b3a19176
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294209 ms
Total Talk Time (AGENT): 129279 ms
Total Talk Time (CUSTOMER): 106461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/956197fb-86de-4e3e-9529-fba9b3a19176_20250519T22:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] last name initial [PII]. I'm just trying to verify member coverage.
[AGENT][NEUTRAL] OK, [PII], I can help you with the eligibility. Um, can you please give me your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure thing, a callback number of [PII].
[AGENT][NEUTRAL] Thank you. And then what's the name of the facility you're calling from, [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm with a facility called Radiy Limited.
[AGENT][NEUTRAL] OK, and then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, patient is [PII]. Date of birth of [PII], and the ID number that I have is a 949198.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, sir.
[AGENT][NEUTRAL] OK, it's trying to find that number.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Do you see another policy number maybe starts with a 01 or 02?
[CUSTOMER][NEUTRAL] I'm, honestly, I'm going just based off of a doctor's order we have. I don't have a copy of the member's card. Uh, they're, they were scheduling an appointment with us for a [PII] visit and this is all the information I have now they did give me a group number unfortunately it doesn't start with a 0, but it says it's a 14091.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I can find them.
[AGENT][NEUTRAL] In the group.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. We'll dig. We'll dig until we get them.
[CUSTOMER][NEUTRAL] We'll find them somehow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and how do you spell [PII]'s first name and last name? I want to make sure I've got the correct.
[AGENT][NEUTRAL] Spelling.
[CUSTOMER][NEUTRAL] No worries. So first name, yes, first name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. I believe I may have found him.
[CUSTOMER][POSITIVE] Wonderful.
[AGENT][NEUTRAL] Yes. I think I have it pulled up now. And the birthday, I gotta match the birthday just to make sure.
[AGENT][NEUTRAL] Yes, I have him. OK. [PII] does have an active policy with us. His effective date of his policy is [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy is current and and active. This is a supplemental insurance policy that's billed secondary to the primary. This is just to verify his benefits. It's not a guarantee of payment. He has an inpatient.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Benefit amount per calendar year of $2500 and they also has an outpatient per calendar year benefit of $2000 and the benefit helps with deductible, co-pay or co-insurance only.
[CUSTOMER][POSITIVE] Wonderful, thank you so much for all that information. Honestly you just answered a second question I had, so that is perfect.
[AGENT][POSITIVE] Well, good. I'm glad I was able to answer that for you.
[CUSTOMER][NEUTRAL] Definitely and I guess just one last question for you [PII] uh does there happen to be a reference number for our call because it looks like that should complete everything I needed.
[AGENT][NEUTRAL] Yes, sir. You can use my name and today's date.
[CUSTOMER][POSITIVE] And today's date fantastic. Well then [PII] like I said, that is everything I needed, but thank you so much for all your help. I really appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a good rest of your night and thank you for calling APL.
[CUSTOMER][POSITIVE] I hope you do as well, [PII]. Thank you. Bye bye now.
[AGENT][NEUTRAL] Bye-bye, sir.