AccountId: 011433970860
ContactId: 4b454138-db78-47a9-b766-cf958e434a38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153039 ms
Total Talk Time (AGENT): 62839 ms
Total Talk Time (CUSTOMER): 70740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/4b454138-db78-47a9-b766-cf958e434a38_20250529T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I just wanted to verify that the patient's insurance was still eligible for American Public Life.
[AGENT][NEUTRAL] Yeah, I can check that eligibility for you.
[CUSTOMER][NEUTRAL] Secondary.
[AGENT][NEUTRAL] Sure, what was your name?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is going to be.
[CUSTOMER][NEUTRAL] Where is the policy number on here?
[AGENT][NEUTRAL] Um, do you see something that says, uh, in hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I see 0256528 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does that sound right?
[AGENT][NEUTRAL] Um, I think I might be missing a digit. I'm so sorry, would you mind repeating that for me?
[CUSTOMER][NEUTRAL] Yeah, 0256.
[CUSTOMER][NEUTRAL] 528 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I think there's a digit missing um before the ML8.
[CUSTOMER][NEUTRAL] Let me pull the insurance card up, let me see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I have his image of his insurance card and yes, I see the inhospital benefit cert number and the outpatient benefit. So I'm outpatient, so 02 OK so 02564528 ML 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, either one of those.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] There we go. OK, 452 8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] There we are. OK. And then what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Got you OK so you guys are.
[CUSTOMER][NEUTRAL] Um, $0 copay for specialists.
[AGENT][NEUTRAL] Right, there's no co-pays or deductibles for this policy.
[CUSTOMER][POSITIVE] Got you perfect thank you so much alrighty and that is all I needed to know thank you.
[AGENT][POSITIVE] Of course thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.