AccountId: 011433970860
ContactId: ab9d2a5d-eeb9-40af-916f-026bc19c64c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223970 ms
Total Talk Time (AGENT): 75610 ms
Total Talk Time (CUSTOMER): 91292 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ab9d2a5d-eeb9-40af-916f-026bc19c64c2_20250603T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. Uh, my name is [PII], checking on patient eligibility.
[AGENT][NEUTRAL] Alright, I'm happy eligibility, [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is, one moment.
[CUSTOMER][NEUTRAL] And the policy number is 01920723 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And for dentation, do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and the last name is uh [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is, it's [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Right, so is active. Effective date is [PII]. We are the members secondary insurance, so this is gonna cover deductible co-insurance of primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Is there any termination date for that?
[AGENT][NEUTRAL] Uh, no. Patient is active, no termination date.
[CUSTOMER][NEUTRAL] All right. What is the pay ID?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Pay ID is 60801.
[CUSTOMER][NEUTRAL] All right. And what is the mailing address?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[CUSTOMER][NEUTRAL] primary at
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] In.
[CUSTOMER][NEUTRAL] All right. What is the timely filing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right. What is the plan type? OK.
[AGENT][NEUTRAL] Where they're secondary, this is a med link plan.
[CUSTOMER][NEUTRAL] All right. And who is the primary?
[AGENT][NEUTRAL] We do not have that information. You would have to contact the.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, what is the call reference number?
[AGENT][NEUTRAL] Call reference is my name with today's date.
[CUSTOMER][NEUTRAL] And you said your name is [PII], right?
[AGENT][NEUTRAL] Correct, [PII] Last initial is [PII], then today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[CUSTOMER][NEUTRAL] Other invoices for this like.
[AGENT][POSITIVE] You're welcome. Anything else I can help with?
[CUSTOMER][NEUTRAL] No, nothing else.
[AGENT][POSITIVE] All right, have a good day.