AccountId: 011433970860
ContactId: 00b131ab-219b-4fe9-8d58-fe520e2ee439
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208940 ms
Total Talk Time (AGENT): 73240 ms
Total Talk Time (CUSTOMER): 95851 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/00b131ab-219b-4fe9-8d58-fe520e2ee439_20250401T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I don't know what else to do, so this is like kind of like my last choice. Um, I'm calling because this patient, I don't know if this patient is under APL or not, but they have pro pro uh, well, my words, uh, Prosperity life, Bay and Community Health, and you know, I was wondering if you could help me out with that. If not, that's completely fine. I completely understand.
[CUSTOMER][NEUTRAL] Um, you know, but it's better to try and see than, you know, what's going on. So, um, let me know what you need from me and I will try to provide it.
[AGENT][NEUTRAL] OK, let's take a look. So the patient, what's the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And it would be, so it will be 139322.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me try and pull this up here and you said it's 139322?
[CUSTOMER][NEUTRAL] Yes, 6 ML 8.
[AGENT][NEUTRAL] What is the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it would be, um,
[CUSTOMER][NEUTRAL] It will be last name will be [PII]. First name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And so, um, what exactly is the patient needing assistance with?
[CUSTOMER][NEUTRAL] So, this is basically a secondary gap plan and I just need to know if it's active.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And out of the $6000 how much has it been used for, you know, overall for the year?
[AGENT][NEUTRAL] OK, let's take a look.
[AGENT][NEUTRAL] So the patient plan was effective on [PII].
[AGENT][NEUTRAL] It's terminated as of [PII].
[AGENT][NEUTRAL] They don't have any other active coverage with us for secondary.
[CUSTOMER][NEUTRAL] OK, for
[CUSTOMER][NEUTRAL] For secondary, there's no and it's under prosperity life group through Baybridge admin.
[AGENT][NEUTRAL] Yeah, I mean, we're American Public Life. I'm not sure who prosperity is. Um, the plan that they had with us ended in [PII]. I don't see any other plans with us that the member has.
[CUSTOMER][NEUTRAL] OK. Um, cool. Can I get a reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, awesome. Thank you. That'll be all. Bye-bye.
[AGENT][POSITIVE] Yeah. Have a good day. Bye-bye.