AccountId: 011433970860
ContactId: cb51ac61-49e7-41dd-b608-42ac26495669
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218979 ms
Total Talk Time (AGENT): 74569 ms
Total Talk Time (CUSTOMER): 83794 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/cb51ac61-49e7-41dd-b608-42ac26495669_20250130T19:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on the eligibility information of the patient's policy.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have a callback number just in case we get disconnected, if Ira?
[CUSTOMER][NEUTRAL] Sure, my call back number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the patient's policy number?
[AGENT][NEUTRAL] I'm sorry, I got that and the name and date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, the patient's full name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, um, the [PII], was that the policy number?
[CUSTOMER][NEUTRAL] Sure. Policy number is 020.
[CUSTOMER][NEUTRAL] 064
[CUSTOMER][NEUTRAL] 60 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and you say you need eligibility today, correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, thank you so much and uh just to confirm the group number for this one is 26 I'm sorry it's 23662.
[AGENT][NEUTRAL] 23662. Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and uh uh to the mailing address [PII], OK. [PII].
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] Thank you so much. And uh is there any payer ID to come to file a claim electronically?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, this one is a secondary supplemental plan to the major medical, so it needs to be faxed or mailed because we need the primary EOB attached to it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. You need a fax number?
[CUSTOMER][POSITIVE] OK, no problem, thank you so much and that'll be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you need the fax number?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, the fax number is [PII].
[CUSTOMER][POSITIVE] Thank you so much and uh could you please spell your name for me?
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much so, and that'll be all for today. Can I please have the call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's thing, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then thank you so much and have a great day.
[AGENT][POSITIVE] You as well. Thank you for calling ATL. Bye-bye, [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Oh