AccountId: 011433970860
ContactId: ccc6d847-d1f8-4c67-896c-0b2114f103cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361279 ms
Total Talk Time (AGENT): 131680 ms
Total Talk Time (CUSTOMER): 162675 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/ccc6d847-d1f8-4c67-896c-0b2114f103cb_20250225T17:11_UTC.wav
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[CUSTOMER][NEUTRAL] When, when did you get it done?
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, we're trying to, um, we're trying to confirm somebody's insurance and they're here in our clinic.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] So let me give you the.
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] Yes, it's [PII] and our phone number is [PII] and then our, um, clinic is called Community Health Alliance.
[AGENT][NEUTRAL] OK, and can you repeat your name for me one more time, please?
[CUSTOMER][NEUTRAL] It's [PII]. Did you get it done?
[AGENT][NEUTRAL] Can you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. Thank you so much. And then what is the, um, what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Um, his last name or his first name is [PII].
[CUSTOMER][NEUTRAL] And then his last name is [PII].
[AGENT][NEUTRAL] OK, and what's his date of birth and policy number?
[CUSTOMER][NEUTRAL] Date of birth is [PII] and then his.
[CUSTOMER][NEUTRAL] Um, I don't know what his policy number is. Would that be on his insurance card?
[AGENT][NEUTRAL] Yes, ma'am. It may say inpatient or outpatient certificate number even.
[CUSTOMER][NEUTRAL] Mm, let's see, there's an EDI payer ID number?
[AGENT][NEUTRAL] No, that wouldn't be it.
[AGENT][NEUTRAL] Might say member
[CUSTOMER][NEUTRAL] Um, is it the medical ID?
[AGENT][NEUTRAL] Right, it for APL.
[CUSTOMER][NEUTRAL] All of this and you go the let me see, I don't see one here.
[AGENT][NEUTRAL] Do you see a
[CUSTOMER][NEUTRAL] I see the policy card number.
[AGENT][NEGATIVE] Yeah, why don't you give me that number.
[CUSTOMER][NEUTRAL] Oh, OK, it's they said the policy card number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm mm no she's asking for the policy card number.
[CUSTOMER][NEUTRAL] Mm mm this is here where's the where's that certificate number?
[AGENT][NEUTRAL] The certificate policy certificate number?
[AGENT][NEUTRAL] Might say inpatient or outpatient certificate.
[CUSTOMER][NEUTRAL] I don't see one.
[CUSTOMER][NEUTRAL] Inpatient outpatient certificate.
[CUSTOMER][NEUTRAL] The only policy number I see right here is the 02585017.
[AGENT][POSITIVE] OK, that sounds like a good number. Let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that the patient does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] You could go to any.
[CUSTOMER][NEUTRAL] You said 16 OK one second.
[AGENT][NEUTRAL] Of [PII], yes ma'am.
[CUSTOMER][NEUTRAL] Whichever one you want to go to whichever one is And then sorry I have one more question, but give me just one second OK to gather his information.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm gonna put you on a really quick um hold OK?
[AGENT][NEUTRAL] Yes ma'am, that's fine.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, I'm back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is he credential with the provider that we that he's seeing today?
[AGENT][NEUTRAL] Our
[AGENT][NEUTRAL] Well, that that is going to be another number that I'll need to transfer you to to see if you're a provider um that's in the network, but I do, I can tell you and this is just to verify his coverage it's not a guarantee of payment. he does have office visits for sickness or accident.
[AGENT][NEUTRAL] And it pays $150 he gets 4 a year for outpatient.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What about PCP? Um, and then what about PCP?
[AGENT][NEUTRAL] Primary care physician, that will be determined by um multi-plan and I'm gonna give you that phone number. It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Give me 1 2nd, sorry, let me write that down.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] and I'm gonna go ahead and transfer you over and if um if the call is disconnected you've got the number there to call him back OK?
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] All right. You're very welcome, [PII]. Thank you so much for calling APLI. Hope you guys have a wonderful day.
[CUSTOMER][NEUTRAL] I guess well yeah OK.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] For questions about your privacy choices, please.