AccountId: 011433970860
ContactId: a9713cb9-371c-43f5-a92f-7ff364745fcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198059 ms
Total Talk Time (AGENT): 68240 ms
Total Talk Time (CUSTOMER): 86269 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a9713cb9-371c-43f5-a92f-7ff364745fcc_20250429T19:15_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient medical eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help with eligibility. JC. What's the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number, it is 02.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] 393
[CUSTOMER][NEUTRAL] 2 M
[CUSTOMER][NEUTRAL] It is M like Mary, L as in Lima, 7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII] with extension [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else I can tell you about the secondary or gap insurance?
[AGENT][NEUTRAL] Besides eligibility?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yes, uh, you said the policy is effective from [PII] and still currently active, am I right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you very much. And could you please provide me the group number and group name for this policy?
[AGENT][NEUTRAL] Yes, the group number for the policy?
[AGENT][NEUTRAL] Is 15297.
[AGENT][NEGATIVE] And the name of the group is Mad Comp.
[AGENT][POSITIVE] Doing business
[CUSTOMER][NEUTRAL] Uh, could you please spell out for me?
[AGENT][NEUTRAL] Yes, it's M O D C O M P.
[AGENT][NEUTRAL] Doing business as.
[AGENT][NEUTRAL] CSPI Technology.
[CUSTOMER][NEUTRAL] I'm sorry. Uh you was breaking. Uh I'm sorry. Could you please repeat again? It is M O D P O?
[AGENT][NEUTRAL] Uh, it's MODC.
[AGENT][NEUTRAL] O M P.
[AGENT][NEGATIVE] Maude Comp
[AGENT][NEUTRAL] Doing business as.
[CUSTOMER][NEUTRAL] During
[AGENT][NEUTRAL] CSPI Technology.
[CUSTOMER][NEUTRAL] OK, it is smartcom during CSPI technology, right? During business CSPI technology.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Thank you very much for that. Oh.
[CUSTOMER][NEUTRAL] After it is T U R I N G, during, am I right?
[AGENT][NEUTRAL] It's uh yes, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said C as in Charlie, S as in Sierra, P as in Papa, I as in India, right? CSPI Technology.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you very much for that confirmation and could you please uh spell out your name for the documentation purpose for me?
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Why and we're gonna use that today's date as a reference.
[CUSTOMER][NEUTRAL] Oh, your name on today's date, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. Thank you for the help. Have a great day. Bye-bye.
[AGENT][POSITIVE] OK, thanks for contacting