AccountId: 011433970860
ContactId: 1e116a7d-4273-4ce3-9025-05e47cc95a97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160589 ms
Total Talk Time (AGENT): 66157 ms
Total Talk Time (CUSTOMER): 77899 ms
Interruptions: 1
Overall Sentiment: AGENT=3.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/1e116a7d-4273-4ce3-9025-05e47cc95a97_20250410T14:05_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] calling you from Pro office.
[AGENT][POSITIVE] Good morning, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm fine, thank you for asking. What about you?
[AGENT][POSITIVE] I'm doing well also [PII], thank you for asking. What is a good call back number please?
[CUSTOMER][NEUTRAL] It's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, it's 025799973 M as in mango, L as in Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And how can I help you with this patient?
[CUSTOMER][NEUTRAL] Actually, uh, I'm trying to pull the eligibility because uh BCS FLS uh left the deductible and it shows here the secondary insurance is American Public Life Insurance, but I was unable to pull the eligibility for the member. So if the member is eligible for this, can you provide me the reference number like, uh, uh, the member is eligible so I can forward the claim to the American Life.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Absolutely, it would be my pleasure to help you with eligibility for [PII].
[AGENT][NEUTRAL] [PII], I am showing that [PII]'s policy is active. The effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] OK, so it is a secondary post. Uh, the member ID is correct which I provided you, right? It's 02799. OK. Uh, uh, like the, uh, policy is active from [PII], uh, and the term date.
[AGENT][POSITIVE] It is correct. Yes sir.
[AGENT][NEUTRAL] No, um, future term date on file.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, can you provide me the like a reference number for this eligibility that I can note down and I, it will be helpful for in my notes also.
[AGENT][NEUTRAL] Mhm. The reference number is going to be my name in today's date, and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, [PII], thank you for providing me the information.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.