AccountId: 011433970860
ContactId: f8777c30-f3c2-46bf-8544-0040c6c6b788
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247279 ms
Total Talk Time (AGENT): 71135 ms
Total Talk Time (CUSTOMER): 170659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f8777c30-f3c2-46bf-8544-0040c6c6b788_20250304T20:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm with the provider. I need to verify benefits for a patient. Uh, she provided me with some, um, online stuff, but it was so blurry I can't even read any of it here, so I was wondering if you can help me.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can verify benefits for you. Uh, what's that policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Um, oh, I'm gonna try to read it to you. I think it says.
[CUSTOMER][NEUTRAL] 02514869 [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] OK, so you wanna keep it at 2?
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK, his name is [PII] and uh let me get out of what I'm doing here because uh let's see.
[CUSTOMER][NEUTRAL] OK, his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am, and this is for dental?
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[AGENT][NEUTRAL] OK, I show his effective date is [PII]. He is active on the policy, and I just need a general breakdown of benefits or I can send a fax back.
[CUSTOMER][NEUTRAL] Um, well, actually I need to find out what his member ID number is. Is it that number that I gave you 0251 for the dental?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, let me write that down because I could not, OK.
[CUSTOMER][NEUTRAL] I think did I say 025148 was that a 69?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and the group number is 19205.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK, now what is the name of the group name the company that I use on the claim?
[AGENT][NEUTRAL] Uh, the group name is Universal Trucking, P and S Transportation.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let's do that again. Universal trucking you said?
[AGENT][NEUTRAL] Trucking, uh-huh.
[CUSTOMER][NEUTRAL] Trucking PNS transportation.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alrighty, and uh let's see.
[CUSTOMER][NEUTRAL] I think that's oh in the address I was struggling seeing that is it PO Box 248 and that's all I can read.
[AGENT][NEUTRAL] Uh, yeah, PO Box 248,950.
[CUSTOMER][POSITIVE] 950 0 that's not what I had. Oh my goodness, I'm glad I called.
[CUSTOMER][NEUTRAL] 2,489,500 for the PO box, OK, and what city?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what's the zip?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK and um there was something else I was looking at, so the name of the insurance company is APL?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, very good. I think that's all I'm gonna need. Can you tell me uh the max?
[AGENT][NEUTRAL] Uh, not a guarantee of payment, just verification of coverage. He has a benefit max up to 1500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, calendar year. OK, very good. And is his wife, who is [PII], um, let me give you her date of birth is she uh.
[CUSTOMER][NEUTRAL] Dependent let's see.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, ma'am. Uh, so she is active on the policy, same effective date.
[CUSTOMER][NEUTRAL] OK, here.
[CUSTOMER][POSITIVE] OK, I appreciate your help so much and you have a wonderful day.
[AGENT][POSITIVE] Oh, you too, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, sure thing, bye bye.
[AGENT][NEUTRAL] Bye.