AccountId: 011433970860
ContactId: b27017c4-f405-4d46-9c68-9a1561fcf251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155600 ms
Total Talk Time (AGENT): 69136 ms
Total Talk Time (CUSTOMER): 52868 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b27017c4-f405-4d46-9c68-9a1561fcf251_20250102T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm, I'm not sure if I got the right department, but I just need to verify coverage on a member.
[AGENT][NEUTRAL] Sure, I can assist you today with eligibility. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], can I get a callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Policy number for the member.
[CUSTOMER][NEUTRAL] I have 024.
[CUSTOMER][NEUTRAL] 33299 M as in Mike Lima 7 and he gives the same number but ends in 8 so I don't know.
[AGENT][NEUTRAL] Could you verify the member's name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you so much, [PII], for verifying the information today you're calling for eligibility. Um, one moment please while I review this member's file.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Alright, the effective date of this policy, [PII]. The term date is [PII]. This was a um supplemental policy where we will cover copayments, co-insurance, and deductibles if the member members major medical leaves patient responsibility. Um, and I did look to see if they had another policy with us and there is nothing else. Uh, so [PII], is there anything else? OK, go ahead.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Yeah, so the ML 7 is the correct ID number for the patient.
[AGENT][NEUTRAL] Um, well, that just determines, um, like the inpatient outpatient, but that the, um, the way we look it up is the 202433-299.
[CUSTOMER][NEUTRAL] OK, so I just need to use 02433299.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, is the claims address [PII]?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] Alright thanks that is all I need then thank you.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling ATL. You have a great day bye bye.
[CUSTOMER][POSITIVE] You you too bye bye.