AccountId: 011433970860
ContactId: b5d3ecc1-1e37-46b2-97e3-919744fa470d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119760 ms
Total Talk Time (AGENT): 54123 ms
Total Talk Time (CUSTOMER): 51001 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b5d3ecc1-1e37-46b2-97e3-919744fa470d_20250401T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling from Doctor [PII]'s office, uh, one of your members. Do y'all have a payer ID? Do y'all do y'all claims electronically?
[AGENT][NEUTRAL] Yeah, um, our payer ID is uh 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, 60801. OK and y'all are just this is indemnity plan, correct?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, we do offer different kinds of coverages. I can look up this particular policy to make sure. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII]. I'm calling from Doctor [PII]'s office.
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02587215
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh his date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying [PII]. Uh, so yes, this is a limited indemnity medical plan. Uh, it is currently active but effective date was [PII].
[CUSTOMER][NEUTRAL] It is net, OK, so you guys just pay a certain amount.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, that's correct, a set dollar amount per covered procedure or office visit.
[CUSTOMER][NEUTRAL] OK, and your so your payer number is 6 ID is 60801.
[AGENT][NEUTRAL] That is our payer ID, yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, bye-bye.