AccountId: 011433970860
ContactId: a903353d-4670-448c-95ba-19ba0f17860b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216059 ms
Total Talk Time (AGENT): 125344 ms
Total Talk Time (CUSTOMER): 53693 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/a903353d-4670-448c-95ba-19ba0f17860b_20250314T13:40_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I am calling to check eligibility for one of your members please.
[AGENT][NEUTRAL] I, I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is 01986373.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] I appreciate that. I, I do need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK computer's just a little bit slow so.
[AGENT][NEUTRAL] Uh 30 on weekend time.
[CUSTOMER][NEUTRAL] Yeah, don't blame it.
[AGENT][NEUTRAL] OK, yeah, I know it's been a long week. OK, so, uh, this is, uh, group insurance, as you probably know, and so whenever they renew the group, they get a new policy number. This new policy number which I'm getting ready to give you, went into effect on [PII] and it is active. So that number is 02.
[AGENT][NEUTRAL] 566484-02566484 went into effect on [PII]. It is active. Now, [PII], is there anything else I can tell you about this secondary or gap insurance outside of the eligibility?
[CUSTOMER][NEUTRAL] Um, well, I do have a question. We did submit a claim for [PII] with the old member ID.
[CUSTOMER][NEUTRAL] And this was sent on [PII]. Will it be processed or will it be denied because of the old member ID?
[AGENT][NEUTRAL] What, what will happen is they're going to put it to the, they're gonna put it to the new number. So what we'll do is we'll look at the old number first and um that's that's the first place that they're going to, to look, um but uh when they see that that it has a new number, it automatically just goes to the, to the, to the newer number. Um, so let's see, usually that's the way it works. OK, and it was January the, what, what was the date of service again? January the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, I think.
[AGENT][NEUTRAL] Shouldn't be a problem with that.
[AGENT][NEUTRAL] Sorry, I just want to make certain here.
[CUSTOMER][POSITIVE] You're fine. I appreciate it.
[AGENT][NEUTRAL] Yeah, yeah, so, yeah, so what they ended up doing was they put it to the new, um, they put it towards the new uh uh.
[AGENT][NEUTRAL] Policy number.
[AGENT][POSITIVE] Um, and so that you should be getting something from us at any time.
[AGENT][POSITIVE] Because yeah, we had to put it towards the new policy number but it just does that automatically so that there's, there's not a problem with that. And you should be getting something from us just any time.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK perfect and can I get a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as a reference.
[CUSTOMER][POSITIVE] All right, thank you very much [PII] have a good weekend.
[AGENT][POSITIVE] Mhm thanks for contacting AP.