AccountId: 011433970860
ContactId: 3f5c8171-4e3d-4d0f-9641-c7590c8bb63e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260980 ms
Total Talk Time (AGENT): 108739 ms
Total Talk Time (CUSTOMER): 71000 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/3f5c8171-4e3d-4d0f-9641-c7590c8bb63e_20250402T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], how are you doing? My name is [PII].
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][NEUTRAL] Uh, the group number is 214. Good morning.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] Yeah, the group numbers, the group number is 21401.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, are you the admin for this group?
[CUSTOMER][NEUTRAL] No, I'm the uh the insurer.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Let's see, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have your individual policy number?
[CUSTOMER][NEUTRAL] Individual policy number.
[CUSTOMER][NEUTRAL] Is that on the card or?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, um, on the card you should see something it'll either say um member ID.
[AGENT][NEUTRAL] Or in hospital outpatient certification number do you see anything like that?
[CUSTOMER][NEUTRAL] OK, it's it's it's 01.
[CUSTOMER][NEUTRAL] 986-844
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] OK perfect thank you one moment.
[AGENT][NEUTRAL] Alright, and then [PII], I'm just gonna verify some information quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] Email is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome, thank you so much for verifying all of that information today. What can we help you with today?
[CUSTOMER][NEUTRAL] I had a procedure done at uh.
[CUSTOMER][NEUTRAL] As a doctor, and uh do you guys cover like the deductibles and stuff like that, so I, I forgot what you guys cover.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, yes, so sure, as this is a secondary medical policy, it is designed to help with co-pay, deductible, and co-insurance. Um, was this going to be an outpatient surgery?
[CUSTOMER][NEUTRAL] Yeah, it was an outpatient and it was done the procedure was done in the uh.
[CUSTOMER][NEUTRAL] In the uh in the doctor's office.
[AGENT][NEUTRAL] In the office, OK, and then I will let you know, [PII], the policy number that you gave me was an older one. you do have an updated policy number for your currently active policy. Um, if you'd like me to give you that itinerary.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, are you ready for it now?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK that's 02.
[AGENT][NEUTRAL] 57
[AGENT][NEUTRAL] 2719 0 yes.
[CUSTOMER][NEGATIVE] Can you repeat it? Start again, start again, you're breaking up there.
[AGENT][NEUTRAL] OK, that's 02.
[AGENT][NEUTRAL] 57.
[AGENT][NEUTRAL] 27.
[AGENT][NEUTRAL] 19.
[CUSTOMER][NEUTRAL] So it's 02572719?
[AGENT][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] And that is your policy that is currently active.
[CUSTOMER][NEUTRAL] Alright, so I'm gonna provide the information to the to the doctor so they can.
[CUSTOMER][NEUTRAL] So they can bill you.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely, yes, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.