AccountId: 011433970860
ContactId: 4ca404c6-2315-416b-ba42-56884523033f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268239 ms
Total Talk Time (AGENT): 117092 ms
Total Talk Time (CUSTOMER): 72217 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4ca404c6-2315-416b-ba42-56884523033f_20250409T15:12_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] Uh, yes ma'am. I was just calling to find out um who the payer was for you all and if we were in network.
[AGENT][NEUTRAL] OK. When you say payer, are you meaning the payer ID?
[CUSTOMER][NEUTRAL] Um, so like who we would file under I show it says 90 degree benefit on the card, but I didn't know if that was who we file under or if it was something else.
[AGENT][NEUTRAL] Oh, OK. OK. Let me take a look at that for you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, 645-56.
[AGENT][NEUTRAL] 645-56. OK. What is that?
[AGENT][NEUTRAL] 645-556 is our.
[CUSTOMER][NEUTRAL] Yes it says medical claims submission.
[AGENT][NEUTRAL] OK, that's the payer ID. Do you have the policy?
[AGENT][NEUTRAL] Number for the insured 64556.
[CUSTOMER][NEUTRAL] No, this is the only
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, this is the only one they gave us. It says EDI payer ID and then that's the number.
[AGENT][NEUTRAL] OK, that is the correct payer ID for our, our policies, but let me just get the insurer pulled up. What is the insurer's last name?
[CUSTOMER][NEUTRAL] Oh here it is um the employee ID is D43.
[CUSTOMER][NEUTRAL] 509695
[AGENT][NEUTRAL] OK. What, what's the patient's last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you could verify her date of birth please.
[CUSTOMER][NEUTRAL] Let me see if she gave that to me.
[CUSTOMER][NEUTRAL] I gotta look I I get that from a different place, sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, OK, thank you for verifying her policy. Is this for medical or is this dental?
[CUSTOMER][NEUTRAL] Uh, it'll be for physi uh, medical, physical therapy.
[AGENT][NEUTRAL] OK. So you, it looks like with us, she only has a dental policy. She doesn't have a medical policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so, on there, you should have a number for benefits in the card. She may have medical benefits through benefits in the card, but through American Public Life, she only has
[CUSTOMER][NEUTRAL] Alright, I will let them know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look here. Yeah, she only has a dental policy.
[CUSTOMER][NEUTRAL] OK, cause I see.
[CUSTOMER][NEUTRAL] A pharmacy and a vision on there too, but.
[AGENT][NEUTRAL] Yeah. Uh, so the type of policy, uh, she has our coverage, she has different coverage through different administrators. So, like I said, benefits in a car may have medical benefits on her, um, and then like through us, she has dental only.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So I would, yeah, call them to um see if she has a medical policy with through them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that will be all.
[AGENT][POSITIVE] OK. Have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.