AccountId: 011433970860
ContactId: 1be096db-ca8b-4006-be58-e5279f405a33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169020 ms
Total Talk Time (AGENT): 65661 ms
Total Talk Time (CUSTOMER): 96353 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1be096db-ca8b-4006-be58-e5279f405a33_20250115T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify, um, coverage for a patient.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell your name [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes, well, I'm verifying eligibility. That's what I'm verifying, um.
[AGENT][NEUTRAL] OK, what's the policy?
[AGENT][NEUTRAL] Yes, OK, effective, OK. What's the policy number?
[CUSTOMER][NEUTRAL] A as in apple, H as in Harry, 6392316. So this car she has, it has two plans on it, one is a primary and one is secondary.
[AGENT][NEUTRAL] OK, so you're speaking with American Public Life, so is that name on that card? Because that's not our policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the other one is 191.
[CUSTOMER][NEUTRAL] 2987, so it's both of these are on one card and there's only one phone number.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, so I pulled her up under the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And I'm showing you're wanting to verify eligibility. I'm showing the effective date is [PII]. Um, this policy is active at this time and anything else I can assist with today?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yeah, so I mean now I'm confused because she has one card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At the top left of the card, it has allied on the right half of the card at the top, it has APL on the left it says primary health plan, Allied benefit systems on the second side of the card, it says secondary health plan American Public Life. So if I dial this one number that's on the back.
[CUSTOMER][NEUTRAL] Where I dial this number from? 00, and this one, yeah, so that's what I'm confused about, so.
[AGENT][NEUTRAL] OK, so United Healthcare I'm showing as her primary and American Public Life would be secondary.
[CUSTOMER][NEUTRAL] Am I gonna
[CUSTOMER][NEGATIVE] United, but United is nowhere on this card. This is crazy.
[AGENT][NEUTRAL] So maybe that first number.
[AGENT][NEUTRAL] Who did you receive the card from, the patient?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] All right. You may wanna reach out to the patient to explain the card.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] And do you have a reference number for this call?
[AGENT][NEUTRAL] But like
[AGENT][NEUTRAL] Uh, you'll use my name in today's date as your reference, [PII] and first initial of last name is [PII].
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] All right. Anything else I can assist with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] All right, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome bye bye.