AccountId: 011433970860
ContactId: a8e7e903-3ad2-4a82-8ce1-95c0cb4dc71d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136220 ms
Total Talk Time (AGENT): 82383 ms
Total Talk Time (CUSTOMER): 46902 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/a8e7e903-3ad2-4a82-8ce1-95c0cb4dc71d_20250103T21:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] as well, and I'm calling from Peachtree Media Care, and I was trying to get some eligibility on a patient.
[AGENT][NEUTRAL] OK, [PII], do you just need eligibility or you also gonna need benefit information?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] Yes, I can help you with that. And do you, how do you spell your [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and mine's with an [PII]
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And what is your comfort place? Mhm.
[CUSTOMER][NEUTRAL] My what now callback number?
[AGENT][NEUTRAL] Your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 02576631.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][NEUTRAL] Thank you. So I do show that he is the subscriber on this limited benefit plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Now can you tell me if he has a copay?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And that's all that I need.
[AGENT][NEGATIVE] Again, no, there is not a copay on this plan because this is not major medical insurance.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, very good.
[AGENT][NEUTRAL] This is uh mhm.
[CUSTOMER][NEUTRAL] And do you have a call reference number?
[AGENT][NEUTRAL] You would use my name along with today's date.
[AGENT][NEUTRAL] And then once the claim, once you file a claim has been processed with APO we do have a portal, [PII], which you can set up a username and password to have access to the EOBs.
[AGENT][NEUTRAL] And that website is secured. [PII].
[CUSTOMER][POSITIVE] Super.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] OK wonderful thank you so much I appreciate it.
[AGENT][POSITIVE] Yes, ma'am. All right. Well, you are certainly very welcome. So if that's all I can help you with, thank you again for calling APO and I hope you have a great weekend.
[CUSTOMER][POSITIVE] You also thanks bye bye.
[AGENT][POSITIVE] Thank you, bye bye.