AccountId: 011433970860
ContactId: a4bb275a-a1a2-4889-922b-4510877df538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149080 ms
Total Talk Time (AGENT): 48910 ms
Total Talk Time (CUSTOMER): 80031 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/a4bb275a-a1a2-4889-922b-4510877df538_20250402T15:46_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good, good morning. My name is [PII]. We're the provider. Can you please help me with eligibility for a member?
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits and eligibility. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, policy number is gonna be, hold on one second, um.
[CUSTOMER][NEUTRAL] 01660059 ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and her last name is [PII] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][NEUTRAL] Yeah, so we don't need any copay because she has her primary insurance already is active.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] So we're, we're OK. We don't need, yeah, um, are you guys only secondary or could you guys be primary as well? I'm just curious.
[AGENT][NEUTRAL] We're secondary only.
[CUSTOMER][NEUTRAL] Only, OK, I just went, I, that's what I thought. OK, we have your address already in the system and she's the subscriber, right? EB?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII], yes, she is.
[CUSTOMER][POSITIVE] OK perfect and I and I and I had I added your name and today's date and we.
[CUSTOMER][NEUTRAL] Yeah, [PII]. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, let me see, is there anything else?
[CUSTOMER][NEUTRAL] All right, thank you for now until we call back.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] and since there isn't anything else I can assist you with, I thank you for calling ATL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Bye.