AccountId: 011433970860
ContactId: 58b6834f-04d5-401a-ba99-ce3f1d482d2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196479 ms
Total Talk Time (AGENT): 66878 ms
Total Talk Time (CUSTOMER): 89859 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/58b6834f-04d5-401a-ba99-ce3f1d482d2a_20250623T22:01_UTC.wav
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[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Cermak and Media Care. I was calling to verify, um, an insurance for one of our patients if we
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OPL this is may I help you?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] If they're network
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name again you said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is D4.
[CUSTOMER][NEUTRAL] 202-2892.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, one second, it is, where is he right here?
[CUSTOMER][NEUTRAL] Give me 1 2nd, sorry, I have it right here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where did he go?
[CUSTOMER][NEUTRAL] OK, it's [PII] first name last name is [PII].
[AGENT][NEUTRAL] Uh, spell the last name for me, please.
[CUSTOMER][NEUTRAL] [PII] Can you scan this for me if you don't mind.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, and is this for medical?
[CUSTOMER][NEUTRAL] Yes, medical.
[AGENT][NEUTRAL] OK, I'm showing an effective date of, give me one moment, I can't read it, um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy is active.
[AGENT][NEUTRAL] And we don't have a network. Um, they can go to a multi-plan provider, but we still pay according to the policy whether they go to one or not.
[CUSTOMER][NEUTRAL] OK, and you know if it's a PPO plan or is it HMO?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] I'm not sure. Either one. well, we don't have like a preferred provider or a doctor that or.
[CUSTOMER][NEUTRAL] You know what?
[CUSTOMER][NEUTRAL] Preferred provider? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alrighty, so it's uh and then when it's billed is it billed through American Public Life or multi plan?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] OK, sounds good as long as the insurance is active then that's all I needed to know perfect and can I just get your name for my records?
[AGENT][NEUTRAL] Uh, sure, it's [PII] can't spell my own name, [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] Thank you, no worries, it's OK. OK, sounds good, thank you so much, um, that's all I needed then just to make sure I was active.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm bye.