AccountId: 011433970860
ContactId: 2063964a-eed1-4309-beee-b6ef08bcb742
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223600 ms
Total Talk Time (AGENT): 72379 ms
Total Talk Time (CUSTOMER): 63714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/2063964a-eed1-4309-beee-b6ef08bcb742_20250207T18:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I was just needing some help verifying some benefits for a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 02569286.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][POSITIVE] The patient is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And you were needing assistance in regards to benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, would you like a fax it?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] May I have the fax number?
[CUSTOMER][NEUTRAL] It is 469.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 3892.
[AGENT][NEUTRAL] Let me make sure I do have this correct. It is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that is to the attention of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I will get that fax back submitted over to you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Could I check another patient as well?
[AGENT][NEUTRAL] Yes, may I have the policy number?
[CUSTOMER][NEUTRAL] It's it would be the same policy number.
[AGENT][NEUTRAL] May I have the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you want that faxed back for that member as well?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK, I will get that submitted over. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, do y'all accept assessment of benefits?
[AGENT][NEUTRAL] It's the provider's discretion if they accept the insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Do you know if the payer ID is going to be on the fax book?
[AGENT][NEUTRAL] Yes, the electronic payer ID is listed, the mailing address and the fax number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] What is the coordination of benefits?
[AGENT][NEGATIVE] There is no coordination of benefits.
[AGENT][NEUTRAL] It's just based off of this member's plan unless they have a they have another insurance as well.
[CUSTOMER][NEUTRAL] OK, that should be it and can I get a reference number?
[AGENT][NEUTRAL] Yes, the reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alright, well I do wanna thank you're welcome and thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Mm you too thank you.