AccountId: 011433970860
ContactId: d3ff1e88-0f84-48fd-8493-23288da180b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148300 ms
Total Talk Time (AGENT): 68490 ms
Total Talk Time (CUSTOMER): 66110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d3ff1e88-0f84-48fd-8493-23288da180b8_20250317T18:47_UTC.wav
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[CUSTOMER][NEUTRAL] American public life.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I wait, wait.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, very good morning, ma'am. My name is [PII] from the doctor's office. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Pretty good, ma'am. Thank you so much for asking. Can you just help me out with the patient's eligibility, please?
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Um, could I first get your name again and a good callback number in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Sure. My name is [PII].
[AGENT][NEUTRAL] And a good callback number?
[CUSTOMER][NEUTRAL] And my direct line number is [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. Thank you. Right now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, it starts with 0234.
[CUSTOMER][NEUTRAL] 461
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] M as in Mary. L as in Lima. #8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure. It's [PII]. The date of birth [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh for outpatient, ma'am. But can you please check your primary or secondary for the patient?
[AGENT][NEUTRAL] Yeah, we're secondary insurance.
[CUSTOMER][NEUTRAL] OK. You're secondary. And who is your primary insurance, ma'am?
[AGENT][NEUTRAL] Um, well, we don't keep that information on file. We don't know who the primary insurance is until we receive the claim from the provider because the provider has to submit the um EOB along with the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No sure. Got you. Got you. No issue with it. Can you just give me your name and the reference number, please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mm. Thank you so much for this help, Ms. [PII]. Really nice to talk with you, ma'am. Stay safe and have a wonderful day, ma'am.
[AGENT][POSITIVE] You do the same, right. Thank you for calling ATL. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.