AccountId: 011433970860
ContactId: 06045f7c-d23c-4900-aca9-6693c79c4f8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213660 ms
Total Talk Time (AGENT): 91468 ms
Total Talk Time (CUSTOMER): 95669 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/06045f7c-d23c-4900-aca9-6693c79c4f8e_20250212T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I need to know what is going on with you guys and telling my providers that I don't have an active plan.
[AGENT][NEUTRAL] Oh, OK, I can look into that for you. Give me one second.
[CUSTOMER][NEGATIVE] It's like the 3rd time they've called me trying to get through to you guys and figure this out and it should not be that complicated.
[AGENT][NEUTRAL] Right, let me take a look at it. Let me get your name and policy number.
[CUSTOMER][NEUTRAL] [PII], group number 23724.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the policy er number on the card?
[AGENT][NEUTRAL] The outpatient.
[CUSTOMER][NEUTRAL] 0202457137.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] [PII], what is your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You can use you could deliver this this here yeah, yeah, but they're wrong. I'm gonna throw those out, you know, OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] I'm showing two provider calls and we provided your your outpatient benefit information. So exactly what is it that you're saying?
[CUSTOMER][NEGATIVE] Uh, the Eo Baptist Endoscopy Center keeps calling me and telling me that you, they keep calling you and keep being told that I don't have an active policy.
[AGENT][NEUTRAL] OK, I don't know if they're talking with American Public Life, but your policy is active and we've even provided benefits. I don't know if this the calls that we've received is from the the location that you're referring to, but we received a call on [PII] for benefit information from an [PII].
[AGENT][NEUTRAL] I don't know what office she's with and then on [PII] from a Cassandra.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] So do you want to conference in with that entity? Um, I don't know who they're calling.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know how to do that. Let me see.
[AGENT][NEUTRAL] And this is your secondary policy. I wonder if they're calling the major medical company.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, they know it's secondary.
[AGENT][NEUTRAL] OK, I mean as far as who they're getting the information from.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Um, honestly don't know. When they call me back, I will make sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the phone number that they're dialing that would be um to see if it's our phone number but we've provided uh the outpatient benefit under your policy.
[CUSTOMER][POSITIVE] I know and that I've actually spoke to you.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sure. OK.
[AGENT][NEUTRAL] And it's active
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what I keep telling them.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I wonder if they're starting to like do. All right, thank you.
[AGENT][POSITIVE] And so, uh, oh, you're welcome. Anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Oh alrighty thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.