AccountId: 011433970860
ContactId: 195f4976-3b1e-40ad-a85d-ac63c23f7b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208949 ms
Total Talk Time (AGENT): 89538 ms
Total Talk Time (CUSTOMER): 68869 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/195f4976-3b1e-40ad-a85d-ac63c23f7b63_20250402T14:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with SGMC Women's Health. I'm not sure if I have the right place that I need to contact, but I need to verify some insurance, and I don't have a card or the name of the insurance company, so.
[AGENT][NEUTRAL] OK. Do you.
[CUSTOMER][NEUTRAL] Here we are.
[AGENT][NEUTRAL] Let's see, could I get a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Absolutely it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have a social for the patient?
[CUSTOMER][NEUTRAL] I do
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what? oh hold one moment.
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. And let me provide you with her policy number.
[AGENT][NEUTRAL] It is 2409024.
[AGENT][NEUTRAL] Uh, it looks like her coverage with us has been effective since [PII]. It is still active. Are you calling to verify benefits today?
[CUSTOMER][NEUTRAL] Um, is it medical? Does she have medical benefits?
[AGENT][NEUTRAL] It is a supplemental gap uh medical policy.
[CUSTOMER][NEUTRAL] So what exactly does that mean supplemental gap?
[AGENT][NEUTRAL] So it, it pays secondary to her major medical, uh, helping her with uh charges that are applied to deductible, co-pay or co-insurance for covered charges.
[CUSTOMER][NEUTRAL] OK, what happens if her major medical is inactive?
[AGENT][NEUTRAL] OK, so this policy only pays secondary, so she's still active with us, um.
[AGENT][NEUTRAL] Did her major medical recently?
[CUSTOMER][NEUTRAL] It termed, I believe it was [PII], so yes, it's very recent.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, so this, um, I don't know if this one is going to term also. um, right now, I don't show anything uh that it's canceled, but it only this supplemental gap policy can only be secondary.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me give her a call and find out what's going on with her main. So now the member ID number I have in the system, it ends in LML8. Is that necessary in the subscriber ID?
[AGENT][NEUTRAL] That's not necessary. No, just the set of numbers. Mhm.
[CUSTOMER][NEUTRAL] So I can take that out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, all right, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Um, that is everything I need.
[AGENT][POSITIVE] OK, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.