AccountId: 011433970860
ContactId: 97a0b3b8-e456-4792-92ee-14d6f8c15630
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274059 ms
Total Talk Time (AGENT): 77938 ms
Total Talk Time (CUSTOMER): 102650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/97a0b3b8-e456-4792-92ee-14d6f8c15630_20250110T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Pediatric Assci. I would like to verify the eligibility of one of your members, please.
[AGENT][NEUTRAL] OK, and your spell your first name for me?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] And how do you pronounce your name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 1407206M as MaryL8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, it's [PII], no extension.
[AGENT][NEUTRAL] Gonna repeat that. You said it kind of fast. I have [PII].
[AGENT][NEUTRAL] Or it's
[CUSTOMER][NEUTRAL] I'm sorry, it is.
[CUSTOMER][NEUTRAL] Uh let me repeat back to you. It's [PII].
[AGENT][POSITIVE] OK, I thought I heard [PII]. Thank you for that.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course, it's [PII], and date of birth is uh [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have that information for you. Let me give you the correct policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That number is 253.
[AGENT][NEUTRAL] 863 7.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said the patient is [PII]. Her effective date is [PII].
[AGENT][NEUTRAL] And the policy is currently active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Well, just to confirm, this covers medical services, right?
[AGENT][NEUTRAL] Just it's a med link policy secondary, it's medical, secondary to the major medical plan.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. And uh can you tell me uh how much is for a PCP copay?
[AGENT][NEUTRAL] So for service in a doctor's office.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The physician's office visit fee is not covered under this policy, uh, treatment in the office, but not the co-pay for the physician visit fee.
[CUSTOMER][NEUTRAL] Oh, OK. All right, understood. Um, and also I would like to confirm the claims address with you. I have, uh, [PII]. Is that correct?
[AGENT][NEUTRAL] The city is [PII].
[CUSTOMER][NEUTRAL] Yeah, OK, sorry, yes, [PII]. OK, thank you. All right. Just to confirm also the ID, the correct ID that you gave me is [PII].
[AGENT][NEUTRAL] Mhm. Any other questions?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. In that case, that's all I needed. Can I have a reference number, please?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] First initial last name is [PII], and any other questions?
[CUSTOMER][POSITIVE] OK. Thank you very much, [PII]. That's, that's all I needed. Have a great day.
[AGENT][POSITIVE] All right. You're welcome, [PII]. Thanks for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.