AccountId: 011433970860
ContactId: 40131454-fceb-4612-89bf-05eef7ff8d8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216990 ms
Total Talk Time (AGENT): 100075 ms
Total Talk Time (CUSTOMER): 104677 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/40131454-fceb-4612-89bf-05eef7ff8d8b_20250411T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and I'm calling from Mount Sina Medical Center. Uh what is your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you. Uh, I need to verify policy number for the patient because I have the copy of the insurance card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it has listed the group number, but I don't see on the insurance card the ID number.
[AGENT][NEUTRAL] OK, do you, you have the card there with you right now?
[CUSTOMER][NEUTRAL] Yes, I have it in front of me. The mother of the baby send it to me.
[AGENT][NEUTRAL] OK, do you see on the card anywhere that says uh in a hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Those, that's the policy number, either one of those.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, the father and the baby, are they under the same policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I can definitely get that pulled up and check uh really quick [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And then if you would give me either one of those uh certification numbers, please.
[CUSTOMER][NEUTRAL] I am gonna give you the one that say in hospitals benefit certification number, 0233750.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 4, M as in Mary, L as in Lima, 7.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] OK, um, the member is [PII].
[AGENT][NEUTRAL] Did you have that date of birth?
[CUSTOMER][NEUTRAL] That's the patient. This is, yes, [PII].
[AGENT][NEUTRAL] OK, did you have her date of birth?
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that. So she is covered under this policy. Uh, her effective date was simply her birthday, [PII]. Um, the only other member, uh, is [PII]. Um, he is the, yes, and there's no one else listed under this policy.
[CUSTOMER][NEUTRAL] Uh, yeah, the father.
[CUSTOMER][NEUTRAL] So, can I use the policy number ending on L as in Lima 74 Bella?
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][POSITIVE] OK. That's it. Thank you very much.
[AGENT][POSITIVE] OK, yeah, you're welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh, can I ask you one more thing?
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] I'm sorry. Uh, um.
[AGENT][POSITIVE] No, you're all right.
[CUSTOMER][NEUTRAL] Uh, I don't think that we are directly contracted with American Public Life. Uh, do you have a third party like a multi plan Bre that you use to price claims?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, so this with this kind of policy, this is a secondary medical policy, um, so it is designed to help with uh co-pay, deductible coinsurance, uh, major medical pays. So you would just send that primary OB to us, um, and on that card it should have, um, the information for claims, uh, we have a mailing address, fax number, and a pair ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, it's there. OK, that was my only question. Thank you very much.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely you are very welcome thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.