AccountId: 011433970860
ContactId: 16c9c444-e85e-4899-8e22-b9b1a98b9780
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245130 ms
Total Talk Time (AGENT): 109985 ms
Total Talk Time (CUSTOMER): 89590 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/16c9c444-e85e-4899-8e22-b9b1a98b9780_20250324T13:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Doctor [PII]'s office OBGYN. I'm calling to see if patients still active with American Public Life Insurance.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII], and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 202-389-253 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to help you with the eligibility for [PII]. Now, the policy number you gave me is no longer active as of.
[AGENT][NEUTRAL] 912023. She does have active coverage under another policy number. Can I give you her active policy information?
[CUSTOMER][NEUTRAL] 91
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so you said this one no longer active as 912023?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, what is her new policy?
[AGENT][NEUTRAL] It is 210.
[AGENT][NEUTRAL] 2263.
[AGENT][NEUTRAL] Now, the effective date on this policy is [PII], I'm sorry, [PII], and this policy is current.
[CUSTOMER][NEUTRAL] 112
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One, right.
[CUSTOMER][NEUTRAL] OK, so and um policy number was 210-2263.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] And uh she has a group number?
[AGENT][POSITIVE] I can get that group number for you.
[AGENT][NEUTRAL] The group number is 15367.
[CUSTOMER][NEUTRAL] OK, and what is the mailing address to send the claim to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and does this plan cover copay or deductible?
[CUSTOMER][NEUTRAL] After the primary insurance company pay?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It covers uh deductible, co-pay or co-insurance after primary, but only covers inpatient hospitalization.
[AGENT][NEUTRAL] And outpatient facilities.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Copy.
[CUSTOMER][NEUTRAL] Deductible out of pocket.
[CUSTOMER][NEUTRAL] In hospital and.
[CUSTOMER][NEUTRAL] Outpatient
[CUSTOMER][NEUTRAL] Procedure, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, like office specialist, that wouldn't be covered.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, can I have a reference number and your name please?
[AGENT][NEUTRAL] Sure, the reference number would be my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial, last name, [PII].
[AGENT][POSITIVE] And it has been a pleasure to assist you with that eligibility for lean, anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right.