AccountId: 011433970860
ContactId: 2048be1d-0878-4227-b706-39268c48952b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211539 ms
Total Talk Time (AGENT): 88613 ms
Total Talk Time (CUSTOMER): 70816 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/2048be1d-0878-4227-b706-39268c48952b_20250224T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm trying to verify a patient's benefits and eligibility.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm calling you from the Christ Hospital in [PII], and then let me get that policy number. I have that as D as in David 476837-25.
[AGENT][NEUTRAL] I do apologize. That is not our policy number. Do you by chance have the social security number?
[CUSTOMER][NEUTRAL] Uh, let me see if I do because all, all I'm going off is the information on this card this number provided for service, so, um, hang on here the social security number.
[AGENT][NEUTRAL] OK. I can do a name search.
[CUSTOMER][NEUTRAL] Yeah, I, I have the social too [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the first and last name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] option number 2.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And how are you spelling the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome
[AGENT][NEGATIVE] He is not coming up in our system.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Interesting. So question for you, because I'm, I'm trying to figure this out. This insurance card he presented us said surge, and on the back of it it says 90 degree benefits.
[AGENT][NEUTRAL] They are the administrator to the policy.
[CUSTOMER][NEUTRAL] So is that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, and he would be the subscriber, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yes, IMA would be the administrator to the policy. Once they are loaded into the system, they come over with a different policy number, but it looks like he can, he can be effective. They just not sent it over onto our side as of yet because I'm not pulling him up in our system.
[CUSTOMER][NEUTRAL] So is there a way to get benefits because on his ID, like his medical card that ID number I gave you the employee ID, that's what I have for him, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and as of right now, do you have a group number for him?
[CUSTOMER][NEUTRAL] 9476
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if that'll pull up.
[AGENT][NEUTRAL] And that group didn't pull up in our system so I will transfer you over to IMA they are the administrator to this plan and they should be able to assist you with information on him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So one moment and I'll get you over and [PII], thank you for calling American Public Life. Have a great day in one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.