AccountId: 011433970860
ContactId: 1ee678aa-a47a-4255-a530-d1e6ef59971d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289130 ms
Total Talk Time (AGENT): 97461 ms
Total Talk Time (CUSTOMER): 135550 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/1ee678aa-a47a-4255-a530-d1e6ef59971d_20250401T13:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Monsecure. I wanted to see if you could help us with one patient with some information for one patient.
[AGENT][NEUTRAL] OK, what type of information like a claim status, or you have questions about the policy, eligibility?
[CUSTOMER][NEUTRAL] Uh, yeah, it's so it's verified courage and it's about uh an act.
[CUSTOMER][POSITIVE] I, I do have what appears to be like the member ID of the patient as well. That helps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. For my notes, can you spell your first name for me, please, and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. Yeah. Uh my name is [PII]
[CUSTOMER][NEUTRAL] My last name is [PII]
[CUSTOMER][NEUTRAL] And the number, I'm gonna give you the number in just one second. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, it's 248-9250.
[AGENT][NEUTRAL] 248-92450.
[CUSTOMER][NEUTRAL] No, 250, um 250, yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes, of course. Uh, it's [PII], uh, your [PII], uh.
[CUSTOMER][NEUTRAL] And I'm gonna give you the date of birthday in just 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, perfect. I just want to check it, check out some information here, uh, like the address. I is it uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, no, that's, that is APO's claim mailing address, but this policy does not go to that address. This policy goes to IMA like Igloo, Mary Alpha, and I have their PO box and payer ID if you like.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, so the um [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's be, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, OK, so one last question is, here it seems like it's the insurance is American Public Life, is that correct?
[AGENT][NEUTRAL] Yes, this is American Public Life, but with their the type of policy that they have, the hospital indemnity policy through benefits and a card, it goes to IMA. The claims do not come to us first, it goes through repricing. So you need to send the claims to the mailing address that I provided in [PII].
[CUSTOMER][POSITIVE] OK, thank you. uh, I think that would be all. Uh, thank you. I appreciate it. Uh, have a really good day.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I just want to verify the
[CUSTOMER][NEUTRAL] The name of where the uh the bill goes, it is IMA, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.