AccountId: 011433970860
ContactId: 404240d5-4b9e-4a6b-b5a9-667d4fe0c3d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200369 ms
Total Talk Time (AGENT): 81421 ms
Total Talk Time (CUSTOMER): 104843 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/404240d5-4b9e-4a6b-b5a9-667d4fe0c3d2_20250603T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a patient that I need to know if you're um if the gap it's uh uh a um active please.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 0244.
[CUSTOMER][NEUTRAL] 681 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] OK, I think I'm missing a policy number.
[CUSTOMER][NEUTRAL] OK. 0244.
[CUSTOMER][NEUTRAL] 6815
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, perfect. So there is any way that I can check online or something the policy for patient I have to call all the time?
[AGENT][NEUTRAL] You can go online to [PII] and register your account as a provider.
[CUSTOMER][NEUTRAL] Yeah, but when I did that, uh, it's uh it's telling me that uh I have to call you guys when I put my NBA.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK. I do apologize for that. It should not have you call each time that you go in.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I know, no, no, no, no, I, I was, I was trying to uh register myself as a provider, but when I put the NPA number it says that I have to call you because it doesn't allow me to continue.
[AGENT][NEUTRAL] Hm, I do apologize. I'm not familiar with that one.
[CUSTOMER][NEGATIVE] That's a problem.
[AGENT][NEUTRAL] But have you submitted claims in the past?
[CUSTOMER][NEUTRAL] OK, so, uh, quick question.
[CUSTOMER][NEUTRAL] No, that's why, no, never. I don't think it's a, but we do have pay, we're getting payments from you guys, so.
[CUSTOMER][NEUTRAL] It's not [PII].
[AGENT][NEUTRAL] OK, so what I would do is when you get an EOB that has a claim number, see if it will allow you to check status that way, then you would have access to the portal.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Instead of that, OK, so let me, let me get that's fine, so let me get the reference number for this call please if you don't mind.
[AGENT][NEUTRAL] Yes, it will be, yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] OK fine. And uh that's like a gap insurance, so whatever the insurance, it will be covered, right?
[AGENT][POSITIVE] Yes, it picks up the copays, the co-insurance, and our deductibles up to the benefit amount.
[CUSTOMER][POSITIVE] Perfect thank you so much. Thank you so much and have a good day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.