AccountId: 011433970860
ContactId: ad0f4521-1201-4ce8-829c-73696621cf00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 797419 ms
Total Talk Time (AGENT): 204061 ms
Total Talk Time (CUSTOMER): 439731 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ad0f4521-1201-4ce8-829c-73696621cf00_20250318T17:44_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. We're the provider. Can you help me with eligibility for 3 members for 3 patients?
[AGENT][POSITIVE] Yes, I can certainly help. Yes, I can certainly do that. Um, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] OK, for the, for the first one, let me see, hold on one second.
[CUSTOMER][NEUTRAL] OK, so for the first one, let me pull it up.
[CUSTOMER][NEUTRAL] Let's see, OK, for the first one, are you ready? Let me know when you're ready.
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, it is 01887386 ML8.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK. Patient's name is [PII]. [PII].
[AGENT][POSITIVE] OK, I appreciate that. Can I have a callback number please, [PII] in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] So the policy went into effect on [PII]. It is active. Is there anything else at all that I can tell you about this policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, hold on, give me one, give me one second. I'm doing, I'm updating something for their information. Just give me one second because people don't put the right thing.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see something here.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK, OK, and is it, let's see.
[CUSTOMER][NEUTRAL] Is the group, uh, is the group name gonna be the ADP?
[CUSTOMER][NEUTRAL] Total resource?
[AGENT][NEUTRAL] Uh, let's see. So their, their group number is uh 17237 and their group name is um S C H I L L E R America.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I'm sorry, what is it again? SCH.
[AGENT][NEUTRAL] S C
[AGENT][NEUTRAL] Uh yes, S C H I L L E R, America.
[CUSTOMER][NEUTRAL] OK, so it's different it's different than their primary, OK.
[AGENT][NEUTRAL] Yes, uh.
[CUSTOMER][NEGATIVE] So Shyler America?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, and then we have your address already here. OK, and then I have your name and today's date for the reference?
[AGENT][NEUTRAL] My name is [PII], the first letter.
[CUSTOMER][NEUTRAL] Reference number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Good, yep, I got you.
[AGENT][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] I, I'm gonna, I know that I've called a lot so I remember the name and how, how, how the reference number goes. So let me save this one and then we'll go on to the next one.
[AGENT][NEUTRAL] Yes, and what is the, what is the next policy number?
[CUSTOMER][NEUTRAL] Hold on, yeah, I have to hold on one second. My system's loading. I have to pull it up. Um, hold on, I have to make a note. Hold on one just give me one second, um.
[CUSTOMER][NEUTRAL] OK, so the rep named [PII].
[CUSTOMER][NEUTRAL] American Pub.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK, so let me go on to the next one.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Sorry, my system's loading.
[CUSTOMER][NEGATIVE] So slow.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] How's your afternoon going so far? Good? Or your morning?
[AGENT][NEUTRAL] Oh yeah, yeah, kind of busy. How are you?
[CUSTOMER][POSITIVE] It's going OK.
[CUSTOMER][POSITIVE] By the way, I like the way you guys do is answer the phone so promptly and quickly and that's so nice.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, OK, so let's do 2 more, so I'm gonna highlight the other 2. OK, so the other name, the other one, let's go to him now. The next one, close this one out. OK.
[CUSTOMER][NEUTRAL] OK, then his his is gonna be let's see.
[CUSTOMER][NEUTRAL] Oh, I can I get into this OK, I'm in. OK, 02027826 ML 8.
[AGENT][NEUTRAL] OK, thank you. And his name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII], [PII] [PII].
[AGENT][POSITIVE] OK, I do appreciate that. Thank you. His policy went into effect on
[AGENT][NEUTRAL] [PII], it is active.
[CUSTOMER][POSITIVE] OK, perfect. OK, he's alright, let me make a note of something.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect so he's currently active.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Is is the group name uh C C Z A R N I K O W, Sugar Inc?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][POSITIVE] Uh yes, that is correct.
[CUSTOMER][NEUTRAL] OK, group number is 20253.
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK, let me think here for a second, OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Reference number [PII] 03-182025.
[CUSTOMER][POSITIVE] Alright perfect let me go on to the next one.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's funny people say that they verify things, but they don't even do it, you know, and it's like so I got to say that you know this was not done on this day or re-verified. People just, I don't know, people don't care nowadays, you know.
[AGENT][NEUTRAL] Oh, yeah, that's true, that's true.
[CUSTOMER][NEUTRAL] I don't know why.
[CUSTOMER][NEGATIVE] I don't know is it it's sad, right?
[AGENT][NEGATIVE] It is, it really is. It, it causes some problems too.
[CUSTOMER][NEUTRAL] Yeah it's like if you don't put the correct address or you don't put certain things.
[CUSTOMER][NEGATIVE] You know it's like we have a coworker of mine. She just works so fast. She makes so many mistakes and then then it comes back to us, right? It's supposed to go to billing and then it goes back come back to us for her to get fixed because she's just, I hate to say it, but she goes to, you know what I'm saying.
[AGENT][NEGATIVE] Oh, no.
[AGENT][POSITIVE] Yeah, I do. Yes, I do.
[CUSTOMER][NEGATIVE] Goes too fast.
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEGATIVE] And it causes issues.
[CUSTOMER][NEUTRAL] Because people don't know what the difference between the insurance company is versus the third party administrator, right? So then people.
[AGENT][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] So, I've only been with the.
[AGENT][NEGATIVE] It, it can be frustrating.
[CUSTOMER][NEUTRAL] Yeah, and it's like I've only been here for 10 months. She's been here longer than me and it's like really?
[CUSTOMER][NEUTRAL] OK, it's loading and then we'll go on to the last one, so one second.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I always, oh sorry, system's loading. I always say people like that will get theirs one day, right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] They'll have to go and correct it. They have to correct those things.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I feel like her time should be gone by now because if I'm not in charge. I can't say that but you know what I'm saying if it was up to me I'd be like bye uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's the way you don't have someone seeing and understanding and really knowing, it becomes hard because people don't know.
[CUSTOMER][NEUTRAL] OK, let's see the last one, what did you say [PII]?
[AGENT][NEUTRAL] Well, like I say,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I was going to say, yeah, I, I'm sure it's frustrating for you. I'm I'm sorry to hear that.
[CUSTOMER][NEUTRAL] Yeah, like if I don't know the answer on certain accounts, I wait until someone answers my question and if they're, if they're busy I can wait another day. I, I don't wanna do the wrong thing, so I'd like to wait.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so let's see here. OK, then the next one is uh.
[CUSTOMER][NEUTRAL] 01659566 ML 8
[AGENT][NEUTRAL] OK, let's see. 0165956, did you say?
[CUSTOMER][NEUTRAL] 566 ML 8
[AGENT][POSITIVE] Ah, yes, OK, thanks.
[AGENT][NEUTRAL] And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, and now I apologize. I'm just, I'm just gonna go over the, OK, so, uh 01659566.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] Yes, it does.
[AGENT][NEUTRAL] OK, well, now that doesn't, ma'am that comes to someone completely different and, and that is, uh, that's lab. So let's look at the name here. OK, so you said it's [PII], it's [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can I give you like a group number?
[AGENT][POSITIVE] Uh, yeah, that, yeah, that would work too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 16944 the card says?
[AGENT][POSITIVE] Good. Well, we'll just go by that.
[CUSTOMER][NEUTRAL] Oh, how about the, OK, how about this how about this number, OK, I think they put the wrong number 02505 yeah I found it. OK, sorry, they put the wrong thing 02505708 MLA. That's what it is.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Awesome. OK, I'm sure that's probably it, so let's just look at that.
[AGENT][POSITIVE] And I apologize my computer is a little so, yes, it's perfect. Um, that went into effect on [PII]. It is active.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, perfect. Is the group named City of [PII]?
[AGENT][NEUTRAL] Uh, let's just see.
[AGENT][NEUTRAL] OK, so his group number here is 1694, yeah.
[CUSTOMER][NEUTRAL] 1694944 and city of [PII] is the group name?
[AGENT][POSITIVE] Uh, yes, that's exactly who it is. That's right.
[CUSTOMER][POSITIVE] OK perfect so let me put.
[CUSTOMER][NEUTRAL] OK, OK, today is, it's [PII] here in [PII].
[CUSTOMER][NEGATIVE] OK, [PII] I said [PII] or [PII]. Oh my goodness, that's bad.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I said it's [PII] in [PII]. I'm like, no, it's [PII] here.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect. where are you guys located out of?
[AGENT][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] Where is where are you guys located out of?
[AGENT][NEUTRAL] Uh, we're out of, um, uh, [PII].
[CUSTOMER][POSITIVE] Oh, nice. Do you, do you live there as well?
[AGENT][NEUTRAL] Uh, no, I live in [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], [PII] or [PII]?
[AGENT][NEUTRAL] Uh-huh. uh, [PII], [PII].
[CUSTOMER][NEUTRAL] Oh wow, I've never been there.
[AGENT][NEUTRAL] Well, you're not missing much.
[CUSTOMER][NEGATIVE] Yeah, I don't know. I feel like it's, I don't know, I feel like there wouldn't be too much to do there. I probably, I feel like I would be bored.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, well, yeah, unless you like country and western stuff, you, you might not enjoy it.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] Not if you're from, uh, not if you're from [PII]. No, you probably wouldn't like it much.
[CUSTOMER][POSITIVE] I like going to the malls, going to, you know.
[AGENT][NEGATIVE] Uh, you wouldn't like it. I can tell you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, we don't have much
[CUSTOMER][NEUTRAL] Shopping, going out to eat.
[AGENT][NEUTRAL] Uh, well, we've got lots of food places, but that's, you know, that's about it. So.
[CUSTOMER][NEUTRAL] I like going out to eat. OK, maybe no maybe no one will go home over for me.
[AGENT][POSITIVE] Yeah, we've got lots of really good places.
[CUSTOMER][NEUTRAL] I know someone.
[CUSTOMER][NEUTRAL] I know someone, she was from, is it [PII] or [PII]i, [PII], [PII], [PII].
[AGENT][NEUTRAL] [PII], yeah, they call it [PII]. That's weird, yeah.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] I've heard of that. I'm like, oh, OK, and she was from like a small town, but then she moved here because it's like nothing to do over there.
[AGENT][NEUTRAL] No, there's really nothing to do in [PII], so it's, yeah, so.
[CUSTOMER][POSITIVE] Well thank you [PII] for all your help and I hope you have a nice day.
[AGENT][POSITIVE] OK, well, thanks for contacting APR. Have a good day.