AccountId: 011433970860
ContactId: df9a521c-27ba-4cc3-b5e8-c46ad5e383d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324149 ms
Total Talk Time (AGENT): 143596 ms
Total Talk Time (CUSTOMER): 126578 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/df9a521c-27ba-4cc3-b5e8-c46ad5e383d6_20250123T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am calling from the office of Doctor [PII].
[CUSTOMER][NEUTRAL] In [PII], I had called yesterday to get um benefits and eligibility on a patient and someone called me back, left a message after hours and said that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, it was rejected.
[CUSTOMER][NEUTRAL] And so they want to check the fax number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That uh claim was rejected?
[CUSTOMER][NEGATIVE] No, the fax was rejected on our end.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] And so the facts could not send.
[AGENT][NEUTRAL] OK, OK. Um.
[CUSTOMER][NEUTRAL] So I'm calling back to get a fax back of the benefits and eligibility of this patient.
[AGENT][NEUTRAL] Got it. OK, and then of course we'll verify that fax number. OK, um, [PII], before we go any further, can I get a good call back number from you please in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright thank you and then uh do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do not. I have the social security number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, we could try that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] What was the insured's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, well, I don't, let me make sure because I didn't get a result with the social. Let me read the social back to you, um, to make sure I heard that correctly. That was [PII]. 0, sure.
[CUSTOMER][NEUTRAL] Hang on just a moment, I've gotten off of that page.
[CUSTOMER][NEUTRAL] OK, go ahead [PII].
[AGENT][NEUTRAL] Yeah, OK, so I've got the socialized.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, OK, that's what I've got, but I did not get a result with that social, um, let's see, you said his name was [PII], could you spell the last name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me try searching for him that way. Give me just a moment.
[AGENT][NEUTRAL] I'm sorry, I know you had given it to me before. What was the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] I do believe I found him.
[AGENT][NEUTRAL] So he's not the policy holder, that might be why I didn't find him with his social um before we go any further, let me go ahead and give you that policy number just in case.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then let me get.
[CUSTOMER][NEUTRAL] And who is the policyholder then?
[AGENT][NEUTRAL] We've got the policy holder as 3.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The spouse.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] He is still covered. Oh yes, oh yes, yeah.
[CUSTOMER][NEUTRAL] Is he still active on that policy?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, give me just a moment, let me get this pulled up here.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and then what was that fax number for you please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back. That was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK alrighty I will go ahead and get this sent to you right now hopefully there's no other hiccups or anything. Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] What's the group number for that?
[AGENT][NEUTRAL] Oh sure, give me just a minute let me get that.
[AGENT][NEUTRAL] The group number is 13238.
[CUSTOMER][NEUTRAL] OK, and is it a self purchased?
[AGENT][NEUTRAL] No this would have been through their employer um at now.
[AGENT][NEUTRAL] It is outside their employer but it was through their employer.
[CUSTOMER][NEGATIVE] I'm not understanding.
[AGENT][NEUTRAL] Oh sorry um so but they are you mean outside of an employer correct?
[CUSTOMER][NEUTRAL] Is the insurance policy through an employer or is it a self-purchased?
[AGENT][NEUTRAL] No longer at this time.
[AGENT][NEUTRAL] Right, they are paying for it now.
[CUSTOMER][NEUTRAL] OK, so it's self purchased? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, great, thank you.
[AGENT][NEUTRAL] Uh, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it thank you very much bye bye.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day.