AccountId: 011433970860
ContactId: 487ec724-943f-4bfa-aa37-9846159a0b6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196960 ms
Total Talk Time (AGENT): 85120 ms
Total Talk Time (CUSTOMER): 98699 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/487ec724-943f-4bfa-aa37-9846159a0b6b_20250403T17:36_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] Yes, hi, good afternoon, my name is [PII] and I'm calling from a provider's office. I'm calling because hi, I'm calling because I first need to verify some benefits and eligibility for one of our patients and then I need to verify the correct mailing address I need to use if I need to send you guys a paper claim.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I can help you out with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] So here's where it gets a little tricky, um, what I took off the patient's ID card is 114.
[CUSTOMER][NEUTRAL] 8836 [PII] [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her account and you did say you were calling for benefits and mailing address for claims?
[CUSTOMER][NEUTRAL] Mhm, so as of, hold on a second, we've got a bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So as of [PII], does she still have an active policy as secondary to Blue Cross Blue Shield?
[AGENT][NEUTRAL] I show she does not have a.
[AGENT][NEGATIVE] She does not have a policy effective with us anymore. It looks like uh her coverage ended on [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] So there's nothing else you see on well nothing else you see on file.
[AGENT][NEUTRAL] No, I, uh, the one on [PII] is actually the most recent. The policy number you provided is the older policy. So that was the, the one I have pulled up is the most recent and it uh terminated on [PII].
[CUSTOMER][NEUTRAL] If she potentially had a different policy number, would it show something different in terms of effectiveness? In other words, if I've got the wrong ID number?
[AGENT][NEUTRAL] Right, so as I stated, when I pull up a policy, if it is a termed policy, I will go into a different system to see if there's any other active policies. So the one you provided was actually older than this one, the most recent and the most recent terminated on [PII].
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so no APL policy.
[AGENT][NEUTRAL] No, yeah.
[CUSTOMER][NEUTRAL] Alrighty, may I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty, thank you very much. That's all I needed.
[AGENT][POSITIVE] OK, you have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] You bye bye.