AccountId: 011433970860
ContactId: 00787a66-0d87-4211-9b48-7508a1977927
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289190 ms
Total Talk Time (AGENT): 126017 ms
Total Talk Time (CUSTOMER): 108331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/00787a66-0d87-4211-9b48-7508a1977927_20250207T17:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm trying to help a patient put his insurance in our system, and I cannot find this insurance company.
[CUSTOMER][NEUTRAL] I was like seeing if you could help me it's APL.
[AGENT][NEUTRAL] Yes, our company is American Public Life, but I can let you know, like are you trying to put the plan in the system or our name?
[CUSTOMER][NEUTRAL] Your name.
[CUSTOMER][NEUTRAL] I mean, you know, we usually put Blue Cross Blue Shield or United Healthcare.
[AGENT][NEUTRAL] OK, let me pull up his information and see what type of policy he has, but yes, our company is APL depending on what he has, it could be like Carrington, is it dental or medical?
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Medical, medical.
[AGENT][NEUTRAL] OK, um, well, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. May I have the member's policy number?
[CUSTOMER][NEUTRAL] It is D445-04811.
[AGENT][NEUTRAL] Thank you. And on the card, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Well, he didn't give me a card. He called me over the phone.
[AGENT][NEUTRAL] OK, because that um policy number is for 90 degree benefits. Do you have the members social?
[CUSTOMER][NEUTRAL] Um, yes, it is.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Get your detective hat on.
[AGENT][NEUTRAL] And what is the member's first and last name?
[CUSTOMER][NEUTRAL] His first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] Thank you for that. And can you verify his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so the policy has been active since [PII]. It is a hospital indemnity policy.
[AGENT][NEUTRAL] Um, and he
[CUSTOMER][NEUTRAL] So does that mean it not it doesn't cover the clinic?
[AGENT][NEUTRAL] Let me see what coverage. Hold on one second.
[AGENT][NEUTRAL] Sometimes they have added benefits, so let me see.
[AGENT][NEUTRAL] Um, the policy will pay up to $50 per visit with 4 visits per calendar year for physician or, um, physician office or specialist office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then he also has like um the diagnostic testing benefit.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But everything else would be like hospital admission or surgery.
[CUSTOMER][NEUTRAL] Do you know if it pays for any labs?
[AGENT][NEUTRAL] Or urgent care.
[AGENT][NEUTRAL] Lab, no, I don't see lab coverage.
[CUSTOMER][NEUTRAL] No lab, OK.
[CUSTOMER][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] You're welcome, and we have a payer ID or um fax or mailing address for claims. Would that help with the system? I don't know.
[CUSTOMER][NEUTRAL] I'm not sure it was American. OK, tell me the name of the company again, American.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and he gave me an address of um [PII].
[AGENT][NEUTRAL] Hold on one sec.
[CUSTOMER][NEUTRAL] Cause I may have to manually put that in.
[AGENT][NEUTRAL] Yes, for claims, yes.
[CUSTOMER][POSITIVE] OK, OK, that's all I needed. Thank you so much.
[AGENT][NEUTRAL] And then did you need that um policy number or you're OK?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] He that um D4 number will work.
[AGENT][NEUTRAL] Right, not with APL.
[CUSTOMER][NEUTRAL] It went with IPO.
[AGENT][NEUTRAL] Right, that's not an APL policy number, but I can give you the policy number for him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's 258.
[AGENT][NEUTRAL] 2801.
[CUSTOMER][NEUTRAL] 2801.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, you've been very helpful.
[AGENT][POSITIVE] Oh thank you and thanks for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Yeah thank you. You too, bye bye.
[AGENT][NEUTRAL] Bye bye.