AccountId: 011433970860
ContactId: 516f7bb1-6988-4e8a-b13e-d7a1c7765c04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563440 ms
Total Talk Time (AGENT): 150930 ms
Total Talk Time (CUSTOMER): 101785 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/516f7bb1-6988-4e8a-b13e-d7a1c7765c04_20250623T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to verify benefits on the patient to see if this patient have medical insurance they have it listed as a secondary insurance.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] [PII] because I didn't come back in, girl. I could have saved this. I'm on it. I you tell me but she never made it clear. I know.
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 02586974.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And let's see. Is this for an office visit?
[CUSTOMER][NEUTRAL] Um, no, it's for.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's for RTP for radiation.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] Yes, and I'm actually showing that this is primary insurance coverage under this policy.
[CUSTOMER][NEUTRAL] You're showing American as primary?
[AGENT][NEUTRAL] Yes, ma'am. For this particular policy, um, we do have some secondary gap insurance coverages, but under this policy here, I'm showing that this is for primary.
[CUSTOMER][NEUTRAL] OK, the they have the Blue Cross listed as primary and that's why it's been billing out as primary and American as secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm I see I've seen notes anywhere.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I mean, I can make note of it.
[CUSTOMER][NEUTRAL] Um, that you're saying that is primary?
[CUSTOMER][NEGATIVE] Like what network does this fall under this um I never heard of American Public Life.
[AGENT][NEUTRAL] Well, actually, we work with all providers. There's no network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] So what's the office visit for um this insurance?
[AGENT][NEUTRAL] OK, yeah, his benefits are coming up. One moment.
[AGENT][NEUTRAL] OK. And actually, under this policy, I'm showing that it can be listed as a secondary policy as well. It can be listed as primary or secondary. And for more information regarding the benefits, I would need to get you over to that department where they can further explain the benefits to you. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, just just a reference number for speaking with you.
[AGENT][NEUTRAL] Um, the reference number for speaking with me will be my name and today's date. My name is [PII]. Um, it's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm thank you, [PII] for calling APL. In one moment, I'll get you transferred. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the Midland claims department.
[AGENT][NEUTRAL] Um, I have a
[CUSTOMER][POSITIVE] Hey [PII] how can I help?
[AGENT][NEUTRAL] Hey, um, I have a provider on the line. Um, she's calling regarding a hospital indemnity policy. She just needs further explanation um for the benefits, and she needs to know if this is the secondary or primary policy, and she had a couple of other questions, um, she needs further assistance with. Will you be able to help her?
[CUSTOMER][POSITIVE] Yeah, absolutely. Did you by chance get a policy number?
[AGENT][NEUTRAL] Um, yes, the policy number is 02586974 for [PII].
[CUSTOMER][NEUTRAL] OK, and then who are we speaking with today?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And did you get a callback number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, her callback number is [PII].
[CUSTOMER][POSITIVE] Thank you [PII], so you can go ahead and send [PII] over whenever you're ready.
[AGENT][NEUTRAL] OK, here she is. Thanks, [PII].
[CUSTOMER][POSITIVE] OK. Yeah, no problem.
[AGENT][NEUTRAL] Well, actually
[CUSTOMER][NEUTRAL] This is [PII] in the customer.
[AGENT][NEUTRAL] She hung up [PII]. She just hung up. Wow.
[CUSTOMER][POSITIVE] Oh, thanks. I'm sorry. All right.
[AGENT][NEUTRAL] Yes, she'll call back.
[CUSTOMER][NEUTRAL] I know.
[AGENT][POSITIVE] All right. Thank you, ma'am.
[CUSTOMER][POSITIVE] Take care. Uh-huh. Bye bye.
[AGENT][NEUTRAL] Mm bye.