AccountId: 011433970860
ContactId: 36f70a2f-b18d-4511-9da7-2fda8cfbf1c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141979 ms
Total Talk Time (AGENT): 75363 ms
Total Talk Time (CUSTOMER): 53237 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/36f70a2f-b18d-4511-9da7-2fda8cfbf1c1_20250212T21:07_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] with Missouri Eye Institute, and I may have the wrong location or I, I, I don't even know if patients giving me the right card or not. It's what I need to do is trying to get medical benefits for like a specialty office, um, like co-pay on a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] The one I have is 02581059.
[AGENT][NEUTRAL] 258
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, I have [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her account and you did say benefits for office visit. Um, I please be advised verifying benefits is not guaranteed payment. Her policy with us has been effective since [PII]. It is still active. For a physician visit, it looks like the policy pays $100 a visit. The patient has 4 visits a year to use.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And let me see, it looks like uh.
[AGENT][NEUTRAL] She has only used one at this time.
[CUSTOMER][NEUTRAL] OK, and can you give me mailing address and like payer ID?
[AGENT][NEUTRAL] Yes, ma'am. The payer ID is 64556.
[CUSTOMER][NEUTRAL] 6 I'm gonna do that one more time 64556.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 12
[CUSTOMER][NEUTRAL] [PII] is [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Let me answer. I was like I gotta ask. I was like hm what else I know that now.
[CUSTOMER][NEUTRAL] And it's [PII] or it's [PII]?
[AGENT][POSITIVE] [PII]
[CUSTOMER][POSITIVE] OK, that will work. That's what I needed to know. Thank you so much for your time.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.