AccountId: 011433970860
ContactId: b49a4f5d-b2d8-490d-b0eb-ef14024f2a75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134029 ms
Total Talk Time (AGENT): 56833 ms
Total Talk Time (CUSTOMER): 42255 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/b49a4f5d-b2d8-490d-b0eb-ef14024f2a75_20250516T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from office. Check on a patient's eligibility.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is uh
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 039
[CUSTOMER][NEUTRAL] 19 M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] Thank you. And then if I can have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The patient's first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK. May I know the claim's mailing address and ID please?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. May I know the pay ID please?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Can I get your good name, please?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Your name.
[AGENT][NEUTRAL] My name is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you. These claims are accepted by the paper or electronically?
[AGENT][NEUTRAL] Uh, both.
[CUSTOMER][NEUTRAL] OK. Can I have the call the reference number, please?
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][POSITIVE] Thank you, sir, for giving this relevant information. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.