AccountId: 011433970860
ContactId: 0d5283f3-86bb-4348-bdcf-e97d15666443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228770 ms
Total Talk Time (AGENT): 96063 ms
Total Talk Time (CUSTOMER): 95986 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/0d5283f3-86bb-4348-bdcf-e97d15666443_20250428T20:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm sorry, what did you say your name is?
[AGENT][NEUTRAL] My name is [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII], that's [PII].
[AGENT][POSITIVE] OK, thank you, Miss [PII]. And how may I assist you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am calling to see if the patient has an active medical policy we can send a claim to. I don't have a copy of the card, so I, I don't have much information, but I have an ID number.
[AGENT][POSITIVE] OK, sure. We can use that. Sure, I can assist you with the eligibility. May I have a callback number just in case we get disconnected this call?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah my direct number is [PII].
[AGENT][NEUTRAL] Thank you and may I have that policy number?
[CUSTOMER][NEUTRAL] 02563961
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh first name, first name is [PII]. Last name is spelled [PII] Date of birth [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right, and we have an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK perfect so if she's having or patients having some kind of medical procedure we can build this for secondary for claim?
[AGENT][NEUTRAL] Yeah, as long as it's a procedure. I, um, you're calling from an office or is it like an outpatient facility or hospital?
[CUSTOMER][NEUTRAL] It's, it's an outpatient ambulatory surgical center.
[AGENT][NEUTRAL] Oh, yes. Mhm. Definitely, yes, outpatient, so that will be um the amount applied towards the deductible co-payment and co-insurance. That's what we help with. Do you need any benefit information or no?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] I don't need benefit information. Can you just confirm I have the plan listed under American Life. Does that sound correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Oh yeah, it does say Poco sorry I totally missed that and then I have billing address as [PII].
[AGENT][NEUTRAL] No, that's an old address. Let me give you the correct address.
[CUSTOMER][NEUTRAL] Oh, OK, OK hold on let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] S.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, the correct address is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And the zip
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect so thank you so much for that information today is there a reference number I can use for our call?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, that works for me thank you again for all your help.
[AGENT][POSITIVE] Mhm. You're welcome, Ms. [PII]. Thank you for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] 99
[CUSTOMER][NEUTRAL] 96.