AccountId: 011433970860
ContactId: 09504d5a-6a1b-47c6-8b10-fd779ed7ed78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415750 ms
Total Talk Time (AGENT): 123226 ms
Total Talk Time (CUSTOMER): 156855 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/09504d5a-6a1b-47c6-8b10-fd779ed7ed78_20250410T19:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII].
[CUSTOMER][NEUTRAL] My name is [PII], and I'm calling to verify benefits for a patient that we have a scheduled to have a colonoscopy in our facility.
[AGENT][NEUTRAL] Hi, [PII], I can help you with um benefits. Do you have a good uh callback number?
[CUSTOMER][NEUTRAL] [PII], that's the red line.
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] OK, the member does not provide a card number she provides certification ID number. Will that work for you?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that'll work.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 90929 M as in Mary, L as in love number 8.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try that number one more time. Um, could you give that to me again, please?
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 909.
[CUSTOMER][NEUTRAL] 29
[CUSTOMER][NEUTRAL] M as in Mary, L as in love, number 8.
[AGENT][NEUTRAL] Yeah, I'm not pulling that up. Do you have the patient's last name and first name or social?
[CUSTOMER][NEUTRAL] Uh, let me check. I have the first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, let me see if I have the social.
[CUSTOMER][NEUTRAL] You ready for the social?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, do you have her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me give you her current policy number. I'm not sure if that that might be an old one that you gave me, but her current policy number is 251-9721.
[CUSTOMER][NEUTRAL] 251-972-1, OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and benefits for outpatient diagnostic colonoscopy, is that correct?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, let me check if it's diagnostic. One second.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, diagnostic. Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of the policy. Um, for that benefit, she has a benefit of $2,025 per covered person per plan year, and this, this works after the primary insurance is paid, so potentially pick up any deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, how this work? We need to send a bill to you or this is when?
[CUSTOMER][NEUTRAL] I'm sorry, this is when we build the the primary insurance, the remaining balance that we send to her, she needs to send it to you.
[AGENT][NEUTRAL] So you can either file it for her, um, so you have to file the claim with the primary insurance and then we require.
[AGENT][NEUTRAL] To file the claim with the primary explanation of benefits.
[AGENT][NEUTRAL] So you can either send that for her or send her the um claim so she can file it once primary has paid.
[CUSTOMER][NEUTRAL] Got it, um, the name of of the company is?
[AGENT][NEUTRAL] Um, we are American Public Life, so APL.
[CUSTOMER][NEUTRAL] APL and the mailing address for claim is?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII]. Sure.
[CUSTOMER][NEUTRAL] Uh, give me a second. One second, please. One second, please. You said [PII]. What else?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the city is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII] [PII], and then zip code.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me repeat it. You said the name of the company is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect. Uh, [PII], can I have the first initial of your last name, please?
[AGENT][NEUTRAL] First initial and my last name is [PII]. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, do you have a reference number for the call?
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good evening.