AccountId: 011433970860
ContactId: a89f2bb4-2b74-4a15-b6df-65c101e2cb09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192360 ms
Total Talk Time (AGENT): 79766 ms
Total Talk Time (CUSTOMER): 111194 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/a89f2bb4-2b74-4a15-b6df-65c101e2cb09_20250515T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII] from [PII]. I'm one of the transitional care coordinators here at the hospital. Um, I have a patient who I understand has this American public life with you. I can give you her, her name, birth date, whatever you need, her our NPI number. I need to verify she needs home oxygen.
[CUSTOMER][NEUTRAL] And I'm trying to get it set up for her and they're telling me that the policy is not active so I'm checking to see she said it is active and I I wanted to verify that um she is active with your company.
[AGENT][NEUTRAL] OK. Do you have any policy or certificate number there? Like a card?
[CUSTOMER][NEUTRAL] I do. I have, well, I have it says she's insured. This is her name, um, uh, [PII]. Coverage it says individual policy cert number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 02566961.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] And then the group number is 26661.
[AGENT][NEUTRAL] OK. And then let me just verify the patient's date of birth, please.
[CUSTOMER][NEUTRAL] Yeah, uh, her birthday is [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK, so I am showing go ahead I'm sorry.
[CUSTOMER][NEUTRAL] And the plant
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it says the plan is group hospital and uh adminity maybe that's what she said.
[AGENT][NEUTRAL] Yeah, it looks like, so the member had a hospital indemnity plan with us. It was effective [PII]. It does show a lapse date of [PII].
[CUSTOMER][NEUTRAL] Lap date of [PII] OK.
[AGENT][NEUTRAL] Yeah, so it looks like it's through her employer, so if she thinks it's wrong.
[CUSTOMER][NEUTRAL] All right, do you?
[CUSTOMER][NEUTRAL] It is, it is through her employer, yeah.
[AGENT][NEUTRAL] Yeah, she needs to contact her employer to get it straightened out if it's not accurate.
[CUSTOMER][NEUTRAL] OK, mm because it shows that they're taking money out of her account because she showed me like on her her phone like she has an app on the phone.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's just like benefits and stuff.
[AGENT][NEUTRAL] Yeah, so let's see.
[CUSTOMER][NEUTRAL] So um and I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII], that's [PII], yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, all right, so she needs to call her employer and find out all right, hm.
[AGENT][NEUTRAL] Yeah, because they need to communicate with us if they've made an error, um, so we can reactivate the policy.
[CUSTOMER][NEUTRAL] Yeah, mm, yeah, so she's, it's not been active since [PII] you're telling me?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Well that's a problem, OK, mm.
[AGENT][NEUTRAL] Yeah, cause we've, it looks like we've had.
[AGENT][POSITIVE] A couple of calls today to verify the benefits and we've all, we've all said the same thing. It looks like bless her heart.
[CUSTOMER][POSITIVE] Yeah that's OK I got you OK all right thank you so much.
[AGENT][POSITIVE] You're welcome. Take care, [PII].
[CUSTOMER][NEUTRAL] Mhm mhm mhm.
[AGENT][NEUTRAL] Bye.