AccountId: 011433970860
ContactId: 0ec9ac0a-42b9-44c8-93cd-e9494fffabe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505850 ms
Total Talk Time (AGENT): 104327 ms
Total Talk Time (CUSTOMER): 299716 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/0ec9ac0a-42b9-44c8-93cd-e9494fffabe2_20250416T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. Um, we're, we're the provider. Um, can you please help me with, uh, two patients for eligibility and benefits?
[AGENT][NEUTRAL] I can verify benefits and eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] OK, hold on one second, let me go ahead and pull it up. Give me 1 2nd.
[CUSTOMER][NEUTRAL] And your name was I'm sorry, was that your name was [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello I think this is the first time we spoke. Are you new?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Are you doing? Oh, OK.
[CUSTOMER][NEUTRAL] I'm like, oh, OK, because usually I hear the same people's names all over again so I'm like, oh, something different.
[CUSTOMER][NEUTRAL] You know, you hear EB you hear [PII], you hear, you know, it's it's like, oh, OK.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Oh, yes, you are a regular.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She knows and then I know the names too. I think her name's [PII], one of them, [PII], yeah, we're I'm we're a regular.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Too funny. OK, it's um [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. I have the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So and he was a secondary but right, we, I, I wanna make sure he had uh she has the outpatient um urgent care coverage, right?
[AGENT][POSITIVE] Yes, that is correct. It's per $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I always, I know sometimes usually secondary is covered automatically, but I still like to ask because you just never know, you know.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so let me, let me fix what let me fix something here, OK.
[CUSTOMER][NEUTRAL] 188061. OK, I was just fixing something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] We have your address. OK, perfect. Um, and what is the group name?
[AGENT][NEUTRAL] It will be, sorry, let me get to that screen.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The group name is First Baptist Western Christian Academy.
[CUSTOMER][NEUTRAL] Weston
[AGENT][POSITIVE] That I'm sorry.
[CUSTOMER][NEUTRAL] That's a mouthful. First passes is, uh, that's a mouthful.
[AGENT][NEUTRAL] First, yes, First Baptist Western Christian Academy.
[CUSTOMER][POSITIVE] Christian Academy. OK, perfect. Thank you. uh AC Academy is A C A D E M Y, right?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and the group number is 17371.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right? OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's [PII] Your name today states the reference number and and I, I, I, I call a line, I remember.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me say this one, [PII], and then we can go on to the next one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And right she's the subscriber correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see one thing here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, I'm just looking at one thing quickly and then I noticed I tell people we gotta have those detective eyes.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] OK, she's laugh she's laughing, but it's true. OK, so let me make a note.
[CUSTOMER][NEUTRAL] Right, Cigna, yeah, Cigna is their primary, and they put the wrong billing address. So like I've learned throughout the job like for Cigna, but depending on the policy number, right, what address it needs to what the correct address is.
[AGENT][NEUTRAL] And it's not on their card.
[CUSTOMER][NEUTRAL] And so I keep calling.
[CUSTOMER][NEUTRAL] No, sometimes the cards, uh, for us sometimes our cards are their cards are not scanned in, so I just like to have all my notes that way you don't have to keep calling Cigna because Cigna is just.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I get it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, but rather that's how you stay efficient billing address to um [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] OK, and so.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] IQE from APL.
[CUSTOMER][NEUTRAL] And verify insurance.
[CUSTOMER][NEUTRAL] Alright, oh, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Let me submit this one and we can go on to the next one. Yeah, I tell, I tell you you know you guys are very popular.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][POSITIVE] Yay, that.
[CUSTOMER][NEUTRAL] I've never heard of American Pub Life until I heard this job.
[AGENT][POSITIVE] That's a good thing. Glad we're making a mark out there.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I think so. I love how fast you want to answer the phone. It's so nice.
[AGENT][POSITIVE] Yes, we aim the place.
[CUSTOMER][POSITIVE] I'm like I'm like, OK, I don't have to worry about waiting on hold for 45 minutes. I'm like, oh yeah, perfect, they're gonna answer quick.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Uh, OK, so the next one.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's gonna be
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK. 02170721.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] ML8 I don't think we need the MLA, but
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and she's born on uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. This plan is effective for [PII] and it is active.
[CUSTOMER][POSITIVE] OK perfect so let me make a note of something.
[CUSTOMER][NEUTRAL] Yeah, people don't realize when things go to the wrong wrong billing addresses it gets billed wrong.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it's like
[CUSTOMER][NEUTRAL] And it's just like OK it's important it's important to have these things done correctly I don't know.
[CUSTOMER][NEGATIVE] But people just don't care.
[CUSTOMER][NEUTRAL] OK, her group, you know.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, her group name is MC Vair Construction Corp, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and her group number is 22949?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright perfect so let me make a note.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][POSITIVE] OK, 04 16, perfect. Alright, thank you so much for everything. I hope you have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.