AccountId: 011433970860
ContactId: 3118c876-4a2f-49bd-a95b-8a89fcc01be2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206039 ms
Total Talk Time (AGENT): 65170 ms
Total Talk Time (CUSTOMER): 79516 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/3118c876-4a2f-49bd-a95b-8a89fcc01be2_20250613T17:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling to see um the eligibility status of a patient.
[AGENT][NEUTRAL] I can help you with eligibility. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Memorial Hospital Free Services department.
[AGENT][NEUTRAL] OK, and can I get a good number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um, the policy number they gave me was for outpatient hospital was 02321779MLA.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][NEUTRAL] What company is this with? Um, I know they said APL, um, is that under like a, is that like a Cigna or what is it?
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Um, so we're not major medical, um, no, APL is American Public Life. We are an insurance company. Um, we don't have any major medical or supplemental.
[CUSTOMER][NEUTRAL] Are you guys with someone?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me go ahead and try to get that.
[CUSTOMER][NEUTRAL] Um, the name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, this policy is active with an effective date of [PII]. This is their secondary gap insurance. So, uh, to file a claim, we'll need the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK, and the member ID number that I gave you, the 02, is that the member, that's the correct member ID number?
[AGENT][NEUTRAL] Yes, 02321779, yes.
[CUSTOMER][NEUTRAL] Yes, and as is authorization required for them?
[AGENT][NEUTRAL] Uh, no, no pre-authorization is.
[CUSTOMER][NEUTRAL] Or we follow the primary.
[AGENT][NEUTRAL] Yeah, you'll want to follow the primary, but we don't have any pre-authorization required.
[CUSTOMER][NEUTRAL] OK, give me one second. Do do do.
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] OK. And can I have, let me see, hold on one second, I'm sorry.
[CUSTOMER][NEUTRAL] Other
[CUSTOMER][NEUTRAL] Can I have your first name and last name initial, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII], can I have a reference number for this call, please?
[AGENT][NEUTRAL] Uh, so we don't have reference numbers, but you can use my name and last initial and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much. That'll be all for today.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.