AccountId: 011433970860
ContactId: aaa45696-9aed-469f-94cb-0c9ecec08fb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257670 ms
Total Talk Time (AGENT): 110577 ms
Total Talk Time (CUSTOMER): 112804 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/aaa45696-9aed-469f-94cb-0c9ecec08fb8_20250109T21:22_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] Hi [PII], I was calling to verify that a patient of ours has coverage with you guys. Are you able to help me with that?
[AGENT][NEUTRAL] OK, you're needing to verify eligibility or eligibility and benefits, both.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Yes please, I just need to verify eligibility.
[AGENT][NEUTRAL] Sure, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][POSITIVE] It is oh let me pull it back up. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Alright, his policy number is 02478163.
[AGENT][POSITIVE] OK, thank you. Give me a moment please.
[CUSTOMER][NEGATIVE] it's not for you for me and then somebody will call you for the other one and then.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] uh, are you here for somebody? [PII] OK.
[AGENT][NEUTRAL] And what is your uh any information, [PII], that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, birthday, I mean name is [PII]. His birthday is [PII]. he has time to read the results and get the lab work back because if we did the labs in the same day the follow up we be able to get.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so he is the subscriber on this limited benefit plan.
[AGENT][NEUTRAL] Oh, actually, no, I'm sorry, on this particular policy, [PII], there is another company that you will need to speak to to verify his eligibility and benefits. I can give you their phone number and then I can also connect you, but just in case we get disconnected, you could call them directly.
[CUSTOMER][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, what's their phone number?
[AGENT][NEUTRAL] So the company is that you will contact is Web TPA.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] for you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like for me to connect you with him?
[CUSTOMER][POSITIVE] That'd be great thank you.
[AGENT][POSITIVE] OK. Well, I'll be happy to. And is there anything else that I can help you with this afternoon first?
[CUSTOMER][NEUTRAL] No thank you [PII] I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] Thursday
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Welcome to TPA.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][POSITIVE] Thank you for calling customer service this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] I'm doing good.
[AGENT][NEUTRAL] Good. I have a provider on the line. He's needing to verify eligibility for a member.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number is 247.
[AGENT][NEUTRAL] 8163 for [PII].
[AGENT][NEUTRAL] And the lady on the line, her name is [PII].
[AGENT][NEUTRAL] Would you like her callback number?
[CUSTOMER][NEUTRAL] Oh no that's fine. I'll go ahead and get it from her.
[AGENT][NEUTRAL] OK. All right. Well, are you ready for me to release the call? OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. Thank you. Have a nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.