AccountId: 011433970860
ContactId: 1efc00cc-e572-4540-99ed-3428d004e270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154820 ms
Total Talk Time (AGENT): 63099 ms
Total Talk Time (CUSTOMER): 68873 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/1efc00cc-e572-4540-99ed-3428d004e270_20250509T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry. Hi [PII]. um, I'm calling from a provider's office. I'd like to check eligibility for one of your members please.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Um, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, 232-007-6.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK. After major medical or cause her primary that I see is Medicare, or is, is that what you, you have or does it matter?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I don't see who they have as their primary. That's just how this policy is designed to pay. It can't pay anything on its own, basically, so like who her primary has to pay something towards that for this policy to be able to help.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so this is specifically for, OK, cause I see her card, it's kind of confusing. It says primary health plan is for is Allied Pacific and then the secondary part is American Public Health. So it's like a divided, right? It's divided. OK.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Yes, this is absolutely a secondary medical policy, yes.
[CUSTOMER][NEUTRAL] OK, and I have the right ID number [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Right? That, that's great. And so, and the uh claim address would be the American Public Life.
[AGENT][NEUTRAL] Yes, uh, do you have the [PII] City address?
[CUSTOMER][NEUTRAL] Yes, I have the one on the card that's the, that says [PII].
[AGENT][NEUTRAL] Yes, that's it. Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. OK. I think that's all I need. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.