AccountId: 011433970860
ContactId: f1a50ea9-5691-4ebc-962d-387488fa7333
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117980 ms
Total Talk Time (AGENT): 63314 ms
Total Talk Time (CUSTOMER): 46895 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f1a50ea9-5691-4ebc-962d-387488fa7333_20250217T18:27_UTC.wav
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[AGENT][NEUTRAL] For contacting ATO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from the doctor's office, which is Caremont Heart and Vascular. We have a patient that needs a test done, and I was calling to see if authorization is required. So could I start with you, please?
[AGENT][POSITIVE] Yes, absolutely. What is the policy number please?
[CUSTOMER][NEUTRAL] The member's ID number is 024.
[CUSTOMER][NEUTRAL] 94959
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] It is [PII].
[AGENT][POSITIVE] OK, thank you very much. Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] And uh now this is a dental policy that we're looking at, is that correct?
[CUSTOMER][NEUTRAL] Uh well, according to this here, it's just, it's not a dental policy, it's just a.
[CUSTOMER][NEUTRAL] I'm assuming it's medical.
[AGENT][NEUTRAL] No, OK, let's see what he has. OK, well, I'm looking this up if I can have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the policy that he has with us is actually that there is a medical and there is a dental. Now the medical policy is um
[AGENT][NEUTRAL] Administered by a company called Web TPA and their phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. Now, for the medical portion of his benefits, that would be who you would call um because they, they would be able to assist you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Now is this the is this the correct uh member ID number?
[AGENT][NEUTRAL] Oh, yes, yes, it is. The, the, the number's fine. Yeah, he's, he's also got a dental one that which we would normally be looking at, but, um, but his medical policy is, is covered by this other company.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, alright then I'll give them a call.
[AGENT][POSITIVE] Is there anything else I can help with and thank you for contacting ATL. Have a good day.