AccountId: 011433970860
ContactId: 19d1dc4e-ad30-488c-baeb-2d5f2dd0187e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391579 ms
Total Talk Time (AGENT): 115102 ms
Total Talk Time (CUSTOMER): 100690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/19d1dc4e-ad30-488c-baeb-2d5f2dd0187e_20250107T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Hi [PII] and how can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to uh check uh benefits if there's any emergency room coverage for one of your members.
[AGENT][NEUTRAL] Oh absolutely I can help you with that. But first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Perfect. OK right here.
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] It is D as in David.
[CUSTOMER][NEUTRAL] No, wait, is that it? It's gonna be D as in David 476-86902.
[AGENT][NEUTRAL] OK, it's not one of ours. Do you have their social by any chance?
[CUSTOMER][NEUTRAL] Uh, let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That did not come up. OK, [PII].
[AGENT][NEUTRAL] Or else
[AGENT][NEUTRAL] Does she spell it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Her date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, that did not bring her up. Let me try again.
[AGENT][NEUTRAL] Better yet, do you have her parent name? because she's a dependent, so I'm not gonna be able to pull it up.
[CUSTOMER][NEUTRAL] She's the employee, it says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's [PII] old.
[CUSTOMER][NEUTRAL] It says she's the employee on the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me look check her employment information.
[CUSTOMER][NEUTRAL] She yeah, she's in full employed full time as a laborer for MSI.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How's she spelling [PII]? Maybe I'm not spelling it correctly.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I don't know that's what I was spelling.
[AGENT][NEUTRAL] OK, let's try.
[AGENT][NEUTRAL] And what is the name of her employer?
[CUSTOMER][NEUTRAL] MSI
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK, let me try something. Give me one second.
[CUSTOMER][NEUTRAL] So it doesn't look like she has any coverage. It looks like an EA plan, but it doesn't say it. It just says.
[CUSTOMER][NEUTRAL] Preventive services only for multiplan MEC coverage so.
[CUSTOMER][NEUTRAL] I'm wondering if it's just not in your system.
[AGENT][NEUTRAL] Oh, she does have a multi plan it and more than likely is a hospital indemnity and I am just trying to get it.
[AGENT][NEUTRAL] To pull up so I can look at it.
[AGENT][NEUTRAL] MSI.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So the hospital indemnity, does that mean they have no hospital coverage?
[AGENT][NEUTRAL] Sometimes they'll have ER, uh, it, it'll just pay a flat rate of $75.
[AGENT][NEUTRAL] And then everything else will be their responsibility, but yeah, I'm just trying to.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Find her. I mean, if she only has.
[AGENT][NEUTRAL] Routine services then it'll just be with uh.
[AGENT][NEUTRAL] 90 degrees. Does it say 90 degrees anywhere on there or big?
[CUSTOMER][NEUTRAL] It did, it did. Hold on, it says 90 degree benefits a turn for the better, yes.
[AGENT][NEUTRAL] OK, let me go ahead and give you uh fix's information and call them and see if if that's what she just has is routine services then I wouldn't have her medical.
[CUSTOMER][NEUTRAL] So that is routine services only.
[AGENT][NEGATIVE] And more than likely because I can't pull her up I don't even see the uh the employer's information here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that number
[AGENT][NEUTRAL] It is 800
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] Thank you. You have a, is there a call reference number?
[AGENT][NEUTRAL] It's just my name [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Enjoy the rest of your day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too thank you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yeah.