AccountId: 011433970860
ContactId: 32217ba1-bab9-4833-a8c5-b7c0f8643c8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216279 ms
Total Talk Time (AGENT): 57256 ms
Total Talk Time (CUSTOMER): 103596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/32217ba1-bab9-4833-a8c5-b7c0f8643c8f_20250516T15:09_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. We're the provider, patient eligibility and benefits. [PII].
[AGENT][NEUTRAL] OK, yes, I can help with the eligibility and benefits. And what was your name? I missed that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] OK, 7, OK, the policy number is 00940984.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, Eat them [PII].
[AGENT][NEUTRAL] I show the policy is effective [PII], currently active. And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah, this is for gonna be for um outpatient urgent care.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Uh, let's see, they have a $1000 outpatient calendar year maximum payable.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's a secondary policy, so after primary processes the claim, this will pay up to 1000.
[AGENT][NEUTRAL] Of any co-insurance copays.
[CUSTOMER][POSITIVE] OK, perfect. So they are.
[CUSTOMER][NEUTRAL] OK, so they are covered for the outpatient urgent care?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, perfect. And the mother's subscriber, [PII]?
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] She's a subscriber?
[AGENT][NEUTRAL] I'm checking, hold on one moment.
[CUSTOMER][NEUTRAL] 49448 1975.
[AGENT][NEUTRAL] Yes, she is.
[CUSTOMER][POSITIVE] OK perfect so let me make a note of that.
[CUSTOMER][NEUTRAL] Yeah, you guys are you guys are very popular American Public Life.
[AGENT][POSITIVE] Yeah, these gap plans are actually really good plans.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, OK, so it's um PO box.
[CUSTOMER][NEUTRAL] It's PO Box. Let's see here your address.
[AGENT][NEUTRAL] 248
[CUSTOMER][NEUTRAL] Um, 248 yeah 248.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oak, [PII].
[CUSTOMER][NEUTRAL] OK, uh, what is the group, what is the group name?
[AGENT][NEUTRAL] Uh group name is Falco Cells, so F A L C Oells.
[CUSTOMER][NEUTRAL] INC.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the group number is 1515651?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, perfect. And your name is [PII] And here's your name and today's date and this is the gap medical policy, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright perfect thanks for everything. Hope you have a nice weekend.
[AGENT][POSITIVE] OK, thanks for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye.