AccountId: 011433970860
ContactId: f3ade44d-e2b2-415a-a285-f5dae6c024c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252520 ms
Total Talk Time (AGENT): 83600 ms
Total Talk Time (CUSTOMER): 116512 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f3ade44d-e2b2-415a-a285-f5dae6c024c0_20250122T20:31_UTC.wav
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[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello, this is [PII] from Doctor [PII] office. I have a patient, um, that has an appointment today. He gave me this number for the copay.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I would just needed to check to see if the policy is active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so what information do you need?
[AGENT][NEUTRAL] We we just checking uh eligibility?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. The patient name is [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Um, I'm sorry, are we checking eligibility?
[CUSTOMER][NEUTRAL] we check
[CUSTOMER][NEUTRAL] Oh, no, I don't know, he just gave me this number to charge the co-pay, the co-payment.
[AGENT][NEUTRAL] OK, so we'll see if the policy is active, um, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][POSITIVE] OK, can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] I don't have a direct number.
[AGENT][NEUTRAL] Um, just a number that I could call you back in case there's a, a disconnect.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Mm, is it the group number?
[AGENT][NEUTRAL] Are you looking at the card right now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you see anything that says in hospital or outpatient uh certification number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, if you would give me either one of those.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is 02.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 38
[CUSTOMER][NEUTRAL] 63
[CUSTOMER][NEUTRAL] 53 ML 7.
[CUSTOMER][NEUTRAL] Coming.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have a date of birth?
[CUSTOMER][NEUTRAL] Yeah, the date of birth is, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. Thank you for verifying that information, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And so this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays. Uh, did you need our, um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Information to file claims have a mailing address, fax number and a payer ID.
[CUSTOMER][NEUTRAL] No, actually we.
[CUSTOMER][NEUTRAL] Usually when I call you guys give me the a card number.
[AGENT][NEUTRAL] A card number?
[CUSTOMER][NEUTRAL] The car no
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I don't know what you mean. Um, we don't have a card number.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What payment methods do you guys use?
[AGENT][NEUTRAL] Again for filing claims it would be for um we have a mailing address, a fax number, and a payer ID.
[CUSTOMER][NEUTRAL] For co-payment.
[CUSTOMER][NEUTRAL] No, but we don't send it, we don't send copay uh payments by bill, so I should have to tell the patient that.
[CUSTOMER][NEUTRAL] Let me, let me call him Nino.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII], sorry.
[CUSTOMER][NEUTRAL] I'm talking with the lady on the phone, and, but we don't send bills.
[CUSTOMER][NEUTRAL] Because um
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] She's not on hello?
[CUSTOMER][NEUTRAL] No. Hello, ma'am? Hello?
[CUSTOMER][NEUTRAL] Looks like, but that's weird. Hello?
[CUSTOMER][NEUTRAL] If you want I can dial again. I don't know.
[CUSTOMER][NEUTRAL] That is weird.