AccountId: 011433970860
ContactId: 394da4c0-7d78-461c-8b56-6683d223226d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188110 ms
Total Talk Time (AGENT): 50039 ms
Total Talk Time (CUSTOMER): 123021 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/394da4c0-7d78-461c-8b56-6683d223226d_20250519T20:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Aetna Insurance Company. I was calling about a member of yours and just calling to verify, um, coverage or basically coordination of benefits for what we have on file. Are you able to help me with that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] OK, what information do you need? OK, hold on just a minute. Let me pull it up. Uh, do I have to give you our member services callback number because we don't have direct numbers. Uh, hold on just a minute for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] OK, here we go, telephone number, call back, uh, this is our member services for Aetna, so it's 855.
[CUSTOMER][NEUTRAL] 7369488
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, for verifying or providing that information, and what is their policy number with us?
[CUSTOMER][NEUTRAL] What we have on file, let's pull that up.
[CUSTOMER][NEUTRAL] It's uh 021.
[CUSTOMER][NEUTRAL] 109.
[CUSTOMER][NEUTRAL] 32
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, the number 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, we have, I can't even pronounce it. It's [PII] That's the first name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] And I'm sorry, what other information did you need?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, date of birth.
[CUSTOMER][NEUTRAL] Date of birth we have is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying um.
[AGENT][NEUTRAL] The policy and you said you're calling today uh about coordination of benefits?
[CUSTOMER][NEUTRAL] Yeah, because we have them under, I guess this is their employee employer, uh, CBF Helaa, uh, but then we have your information on file also, but we're trying to verify if this medical, dental gap insurance, um, what specifically what type of insurance this is, uh, for claim purposes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this is a supplemental gap policy, supplemental gap medical policy that does pay secondary to our major medical.
[CUSTOMER][NEUTRAL] So supplemental.
[CUSTOMER][NEUTRAL] OK, so supplemental gap medical. OK, because sometimes when you hear a gap, I, I, I don't know, maybe this is just my understanding, I think car insurance like gap insurance or something like that. So yeah, but we have to always call to verify, so supplemental, so to be supplemental medical. OK, that's all I needed at this point so we can send the claims back and then verify that we are primary. OK, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, most do. Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK. You're welcome, [PII]. Have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you you too bye bye.