AccountId: 011433970860
ContactId: 3a9f8f4f-d3d1-42f5-a1e0-4d8cdf2f172f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157470 ms
Total Talk Time (AGENT): 72344 ms
Total Talk Time (CUSTOMER): 62591 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/3a9f8f4f-d3d1-42f5-a1e0-4d8cdf2f172f_20250530T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with UT Methodist. I need to verify a patient please.
[AGENT][NEUTRAL] OK. Happy to check on benefits, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] I have 025747772.
[AGENT][NEUTRAL] All right, thank you. Let me pull that up and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. So the patient is active. It looks like the effective date on here is [PII].
[AGENT][NEUTRAL] Is the patient being see [PII] for like an office visit or?
[CUSTOMER][NEUTRAL] They were seen for an office visit and the office put in my thing generic commercial, so I need your help. What is the name of the insurance and the claims address?
[AGENT][NEUTRAL] Absolutely. Let me get that for you. So, we are APL, which is American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the member's plan is a limited benefit plan, so it pays a set amount depending upon what they're being seen for.
[AGENT][NEUTRAL] Um, it looks like the claims are going to come to us, so the claims mailing address, are you ready for that?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's gonna be PO Box.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And what is the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] OK, let me read that back to you. I have APL [PII] payer ID 60801.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Correct, yes, ma'am.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much. I appreciate your help.
[AGENT][POSITIVE] My pleasure. You have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye bye.