AccountId: 011433970860
ContactId: fb9fcc2e-4511-4fc7-a5ef-c815b299ce60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418510 ms
Total Talk Time (AGENT): 146226 ms
Total Talk Time (CUSTOMER): 98409 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/fb9fcc2e-4511-4fc7-a5ef-c815b299ce60_20250408T20:42_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] about
[CUSTOMER][NEUTRAL] Um, yes, I need to verify patient's insurance, please.
[AGENT][NEUTRAL] OK, are you needing eligibility and benefits or just eligibility or just benefits?
[CUSTOMER][NEUTRAL] Just eligibility. I just wanted to make sure she was still covered.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yes, ma'am. I can help you with that. Who am I speaking, please?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the provider's office, Doctor [PII]'s office.
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the policy number.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Number for the patient.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, the subscriber ID, is that what you want?
[CUSTOMER][NEUTRAL] 597,620. What's that?
[AGENT][NEUTRAL] Policy certificate number?
[CUSTOMER][NEUTRAL] I don't have that.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] You said 5.
[CUSTOMER][NEUTRAL] 5972, I'm sorry 59.
[AGENT][NEUTRAL] 97,620. Is that correct?
[CUSTOMER][NEUTRAL] I'm sorry, 597,620.
[AGENT][POSITIVE] OK, thank
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome
[AGENT][NEUTRAL] And [PII], any information that I provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][POSITIVE] Take care of
[CUSTOMER][NEUTRAL] Um her name is [PII] Last name [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that she is the subscriber on the supplemental policy and it is active, [PII], with an effective date of [PII].
[AGENT][NEUTRAL] And I'm sorry, this is a dental policy.
[AGENT][NEUTRAL] That you're calling on, is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] That's correct, uh huh.
[AGENT][NEUTRAL] Yes, this dental policy is active. Mhm. I see little metal, but yes, dental, and it is active effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and there's no way to like search general benefits online?
[AGENT][NEUTRAL] Now [PII] if you all file a claim with us for.
[AGENT][NEUTRAL] No, there's not.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, go ahead. I, I cut you off, OK.
[AGENT][NEUTRAL] We do
[AGENT][NEUTRAL] That's OK. Now, I have a fax back of benefits that I could send to you for this number.
[AGENT][NEUTRAL] That would give all of our covered benefits on there. If you would like for me to do that, I can. All right. Would you like that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so one moment please for me to get that pulled up.
[CUSTOMER][NEUTRAL] Yes, um, our
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I apologize. I think our phones like lag because they're like voip and I feel like I always cut people off and I apologize. I'm not trying to do that. I was like don't hear you and then you don't hear me so.
[AGENT][NEUTRAL] There is, there he is.
[AGENT][NEGATIVE] Uh no.
[AGENT][POSITIVE] No, you're fine. No worries.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So give me just a moment though to get her policy information pulled up, OK?
[AGENT][NEUTRAL] For the fact facts.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and while this is still loading, [PII], what I was going to tell you was we do have a portal that once we have processed the claim, you should be able to check claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And and it is secured. a.
[AGENT][NEUTRAL] M.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] OK, and I'm ready now for your fax number, [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. All right, well, I have just sent that to you so provided there's not any type of technical glitch, you should be receiving that within the next few minutes.
[CUSTOMER][POSITIVE] OK, thank you so much you have a great day.
[AGENT][POSITIVE] Well, you, yes, ma'am, you too, if that's all then that I can help you with. Thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Um bye bye.