AccountId: 011433970860
ContactId: 543552ea-9a2b-4ce4-8ea3-dc7ac0753314
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207490 ms
Total Talk Time (AGENT): 66642 ms
Total Talk Time (CUSTOMER): 109412 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/543552ea-9a2b-4ce4-8ea3-dc7ac0753314_20250324T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling you from Neo Genomics on a recorded line. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How about yourself?
[CUSTOMER][NEUTRAL] I'm good, uh, it's Monday.
[AGENT][NEUTRAL] I hear you, girl. I hear you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I have a patient who has American Public Life. I was just trying to confirm eligibility. Uh, she gave me a certification number. I don't know if that's a member ID.
[AGENT][NEUTRAL] OK, yeah, let's take a look. What's that er number that you have?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She gave me 01823109 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, let me pull that up here. And do you have a good callback number, [PII], just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, we're supposed to ask you that too. Um [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[CUSTOMER][NEUTRAL] Alright, and what's the callback number for you? Is this this [PII] that I dialed, right, [PII]?
[AGENT][NEUTRAL] Yeah, it's the [PII] number, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] So her name is [PII] Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date on this is [PII]. We are the member's secondary insurance, so this covers deductible, co-pay, co-insurance, and primary doesn't.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And so filing to you all, let's see, American Public Life, hold on for a second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me 1 2nd here.
[CUSTOMER][NEUTRAL] I'm trying to see if we might already have you all listed. I'm sure we do.
[CUSTOMER][NEUTRAL] American.
[CUSTOMER][NEUTRAL] Public.
[CUSTOMER][NEUTRAL] OK, American Public Life Insurance, we do have you. So, OK, so she's effective, let's see, I'm sorry, effective, what was that date again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] OK, [PII] and that certain number I have is to be used as a member ID.
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and do you give reference numbers?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name again is [PII], which is [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][NEUTRAL] And then let's see.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. All right. I think I have everything. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye bye.