AccountId: 011433970860
ContactId: ca7dbdcf-1193-4838-8481-70eb63e8fe37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153639 ms
Total Talk Time (AGENT): 39688 ms
Total Talk Time (CUSTOMER): 66078 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ca7dbdcf-1193-4838-8481-70eb63e8fe37_20250625T17:58_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am. My, my name is [PII]. I'm calling from a provider's office to verify eligibility on a member.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number
[CUSTOMER][NEUTRAL] 02551389
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] I can I have those numbers again? I must have put something.
[CUSTOMER][NEUTRAL] 02551389
[AGENT][NEUTRAL] And the data service for the claim?
[CUSTOMER][NEUTRAL] Um, we don't actually have a data service.
[CUSTOMER][NEUTRAL] Um, he hasn't been seen yet.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active, effective date is [PII]. And what, where will treatment take place?
[CUSTOMER][NEUTRAL] Um, Shaber Medical Center, Oxner Shaber Medical Center.
[AGENT][NEUTRAL] Is that considered a hospital?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] No, I don't know what he's gonna be seen for though if it's gonna be in a clinic in the facility or if it's gonna be a hospital. Um, I'm not sure.
[AGENT][NEUTRAL] OK, so it looks as though.
[CUSTOMER][NEUTRAL] They just send this over to verify the eligibility and I see that he has this card on file.
[CUSTOMER][NEUTRAL] And I know this is just uh I understand what APL is because I have the same plan. I know it's just an indemnity plan.
[CUSTOMER][NEUTRAL] So I don't know. I mean, he does have an active plan, so.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] And it does cover for admission and hospitalization and intensive care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, that's what I needed to know. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.