AccountId: 011433970860
ContactId: 3f1ac42f-6e6e-436b-af2b-aaa1943b5cb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303089 ms
Total Talk Time (AGENT): 114524 ms
Total Talk Time (CUSTOMER): 210544 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/3f1ac42f-6e6e-436b-af2b-aaa1943b5cb6_20250530T13:36_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] Uh, yes ma'am. I don't know if I clicked the right keys or not. I'm trying to uh verify coverage and see if I need a prior authorization for a plan, a 90 degree plan.
[AGENT][NEUTRAL] OK. I can take a look at that for you. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] My name is my name is [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Excuse me, uh, my number here, direct line [PII], and what was your name again please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] right
[CUSTOMER][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] You're welcome and if I could get the policy number you're calling on.
[CUSTOMER][NEUTRAL] Policy number for the plan, I mean for the it's employee ID uh it's D43733. No, that's not it. OK, so you need a.
[AGENT][NEUTRAL] OK, that's not our.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] I need a well I got a group number. I got it. [PII], yeah, the member is doesn't have a.
[AGENT][NEUTRAL] It's uh, let me see. I can try to pull back.
[AGENT][NEUTRAL] Let me try to pull my.
[AGENT][NEUTRAL] OK. What is the last name?
[CUSTOMER][NEUTRAL] Like a policy number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. First name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I [PII], and I guess.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] I tried to do it online. Her date of birth is [PII], excuse me, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her, her policy. Now, I do not show she has a medical policy with us.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Not medical. OK. The, the card, this has got a MEC coverage, multi-plan medical coverage on the card.
[AGENT][NEUTRAL] Not medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me, let me see if I can find anything.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] If it's not medical, then what is it?
[AGENT][NEUTRAL] Oh, with that, she has dental. She has a dental and a
[CUSTOMER][NEUTRAL] Oh, this is just
[AGENT][NEUTRAL] Uh, so she has dental with us, she has an, uh, a disability policy with us.
[CUSTOMER][NEUTRAL] Dental.
[CUSTOMER][NEUTRAL] And dental, and if she's disabled.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] Disabled. OK, so if she gets disabled, she has some benefits or if she has dental work required, she has some benefits, but not medical.
[AGENT][NEUTRAL] Correct, not medical with us. So this type of policy, they do have um different coverage through different administrators, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] And so, yeah, with us, there's no medical policy. I'm not sure who covers her medical.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh, OK, so that I would have to call the multipla people then I guess.
[AGENT][NEUTRAL] Uh, multi-plan is usually used for their discount, but I mean, you can try what what all information is on the card.
[CUSTOMER][NEUTRAL] OK, cause it says, it says medical on the phone.
[CUSTOMER][NEUTRAL] this is
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Well, the card is for MAU Workforce Solutions, which I'm sure that's where she works.
[AGENT][NEUTRAL] Mhm. Mars, mhm.
[CUSTOMER][NEUTRAL] Uh, sounds like a temp, sounds like a temp company. OK, and then it has an employee ID, her name, and then the medical coverage is employee and has a group number. And then another little box over there has a medical tab on it and it's multi-plan, preventive services only, and then it has another phone number, and then underneath that it says MEC coverage.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's just the essentials. But I, so I need to.
[AGENT][NEUTRAL] OK, yeah, I guess maybe you could try multiplan, but it sounds like.
[CUSTOMER][NEUTRAL] Multiplayer.
[AGENT][NEUTRAL] They only have preventative is what the card is sounding like, but I would check with them just to make sure.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And you are just the 90 degree.
[AGENT][NEUTRAL] Well, we are American Public Life.
[CUSTOMER][NEUTRAL] Uh, is what.
[CUSTOMER][NEUTRAL] Oh, American public life.
[CUSTOMER][NEUTRAL] And you're covering dental.
[AGENT][NEUTRAL] And disability.
[CUSTOMER][NEUTRAL] And dis dis disability only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, [PII], thank you.
[AGENT][NEUTRAL] You're welcome, [PII].
[CUSTOMER][NEUTRAL] Uh, uh, 90 degree doesn't cover what I need to look into. I'm calling from a cardiologist's office, so I will try to get a hold of the, uh, other number on the card then.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][POSITIVE] OK, well you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and you have a good weekend ahead. All right, thank you [PII], bye bye.
[AGENT][NEUTRAL] You too. Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Right, right