AccountId: 011433970860
ContactId: 5b8866c9-48b6-4272-a02a-65d5c75d62f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1152219 ms
Total Talk Time (AGENT): 354210 ms
Total Talk Time (CUSTOMER): 272273 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/5b8866c9-48b6-4272-a02a-65d5c75d62f2_20250605T12:57_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Uh, I have 5 patients I need to verify coverage for.
[AGENT][NEUTRAL] OK, yes, I can help with that. [PII]. What is the policy number, please?
[CUSTOMER][NEUTRAL] Alright, so first one I have is 01982775.
[CUSTOMER][NEUTRAL] ML8
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and could you give me a call back number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, well, excuse me just one moment please. I'll be part.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], thank you. The policy went into effect on [PII]. It is active. Now, is there anything else I could tell you about the lady's policy, um, any, uh, benefits?
[AGENT][NEUTRAL] Would you like to know
[CUSTOMER][NEUTRAL] Um, no, I don't need benefits. Can you repeat that effective date one more time, please? Sorry.
[AGENT][POSITIVE] Absolutely, yes, it was [PII].
[AGENT][NEUTRAL] [PII] and it is at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now you mentioned that there were several other.
[CUSTOMER][NEUTRAL] OK, only.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, just one thing I'm missing here, is there a group name associated with this?
[AGENT][NEUTRAL] Yes, let's see if I can find. So the group number first of all is 15493.
[AGENT][NEUTRAL] 15493.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is the city of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Um, and just for documentation, do you, uh, can you provide the first letter of your last name, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you, [PII].
[CUSTOMER][NEUTRAL] All right, so that's all I needed for that patient. I have.
[AGENT][NEUTRAL] You mentioned that there were others.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Actually, 5 more. I'm sorry. You got the lucky call today.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's fine. What's the next policy number?
[CUSTOMER][NEUTRAL] OK, hold on one second, let me just pull it up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so next one is 02569495.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Certainly. This policy, as this is also a second year gap insurance went into effect on [PII]. It is active. Now this, uh, would you also like to know the um
[AGENT][NEUTRAL] Uh, group name and group number for this as well.
[CUSTOMER][NEUTRAL] I have group number 26737, but yes, I would like the group name please.
[AGENT][NEUTRAL] Uh, yes, the group name on this one is D as in dog.
[AGENT][NEUTRAL] G as in girl, Pinnacle.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right, so that one's good, uh, next one.
[CUSTOMER][NEUTRAL] OK. So next policy number 1412398.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Enid Martin.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, uh, that. No, this is, um, as you know, this is group insurance and what they do is they will change the, the policy whenever they renew it. Uh, they'll change the policy number whenever they renew as a group. So the newest policy number for Enid Martin.
[AGENT][NEUTRAL] And this went into effect on [PII], and it is afterward. That's 02.
[AGENT][NEUTRAL] 59
[AGENT][NEUTRAL] 2486. Now I'm having a little trouble with my phone, so let me repeat that, please. 02.
[AGENT][NEUTRAL] 592-486 that did go into effect on [PII] of this year. Uh it is active, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, alright, I got it. Um, is the group number still 20565?
[AGENT][NEUTRAL] Uh, yes, uh, uh, excuse me, I'm sorry, uh, no, it is not. She's actually changed that, so the new group number is 171.
[AGENT][NEUTRAL] 43.
[AGENT][NEUTRAL] 17143 and it looks like the group name on this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so 17143.
[AGENT][NEUTRAL] In South Florida.
[AGENT][NEUTRAL] Jail ministry.
[CUSTOMER][NEUTRAL] Administer
[AGENT][NEUTRAL] Uh, no, it's Ministry, M I N.
[AGENT][NEUTRAL] IS
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] See, uh, doing business as and then I'll just have to spell this for you because it's, um, I, I don't know exactly how to pronounce it, doing business as AG.
[AGENT][NEUTRAL] APE Network.
[AGENT][NEUTRAL] So South Florida jail ministries doing business as.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It looks like it says the gate A G A PE network, um, yeah, that's.
[CUSTOMER][NEUTRAL] Yeah. Yeah.
[CUSTOMER][NEUTRAL] Agape.
[AGENT][NEUTRAL] Agape Agape, I knew I was gonna mispronounce it. Agape Network. Yeah, I did. I was just waiting to do that, yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, let me give you the next one, just a second please.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, uh, next policy is 02478207.
[AGENT][NEUTRAL] And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Na [PII].
[CUSTOMER][NEUTRAL] [PII] and date of birth, [PII].
[AGENT][NEUTRAL] OK, her policy number, sir, her policy effective date was [PII]. Um, she is active on this policy.
[AGENT][NEUTRAL] If I can find the rest of it for you.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Uh, yes, let's see that is [PII] is active.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her group number is 21114.
[AGENT][NEUTRAL] And that is a company called Ikora, I as in Ida, C as in Charlie, O as in ocean, R as in.
[CUSTOMER][NEUTRAL] Aora
[AGENT][NEUTRAL] I I I Iora.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, it's the name [PII], like a woman's name and it was an I before it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I got 2 more. Almost there.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Next one is 02141677.
[AGENT][NEUTRAL] Thank you name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you very much. Now this is the same one that we've had before where as a group they changed their policy number. Um, it went into effect on [PII]. The correct policy or the more current policy number I should say, the one that is in fact and active as of right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 02.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] 6852.
[AGENT][NEUTRAL] This is also.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] For the city of [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And group number I have 15493.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, one, it's actually one let me see if I can get that again.
[AGENT][NEUTRAL] Uh, 15493. Yes, that is correct. And so the number changes since the policy changes and it's kind of confusing.
[CUSTOMER][NEUTRAL] OK. On this one, I'm showing [PII] as the spouse.
[CUSTOMER][NEUTRAL] The subscriber [PII], that's correct?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right, and I have one more and this one I do not have a policy number.
[AGENT][NEUTRAL] Um, let, let's get to another screen here and um maybe if you can give me, uh, do we have a social or do we have a, uh, last name that you can spell it?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I have a social. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, how do you spell [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, I could, I couldn't hear you.
[AGENT][NEUTRAL] Yeah, OK, um, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. That is correct.
[CUSTOMER][NEUTRAL] Oh, the social?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hold on, let me see, [PII].
[AGENT][NEUTRAL] OK, thank you. How do you spell the last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's
[AGENT][POSITIVE] And I, I do apologize [PII] if you don't mind giving me, yeah.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] If you don't mind giving me her date of birth one more time, please? I apologize.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Her policy number is 02.
[AGENT][NEUTRAL] 10.
[AGENT][NEUTRAL] 72.
[AGENT][NEUTRAL] 46
[AGENT][NEUTRAL] And that went into effect on [PII].
[AGENT][NEUTRAL] It is A
[CUSTOMER][NEUTRAL] Um, the policy number, can you repeat it one more time, please?
[AGENT][NEUTRAL] Absolutely, absolutely. Um, 0.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] 10
[AGENT][NEUTRAL] 7246.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] In the group
[CUSTOMER][NEUTRAL] And group name, group number, please?
[AGENT][NEUTRAL] The group number is 1518515185.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that belongs to.
[AGENT][NEUTRAL] Oasis?
[AGENT][NEUTRAL] Outsourcing
[AGENT][NEUTRAL] Hold it.
[AGENT][NEUTRAL] So it's uh O as in ocean, A as in Ida, A as in Alpha, S as in Sam, I as in Ida, S as in Sam, outsourcing.
[CUSTOMER][NEUTRAL] OK, and what was the last word?
[AGENT][NEUTRAL] Outsourcing holdings.
[CUSTOMER][NEUTRAL] Holding. OK, got it.
[CUSTOMER][POSITIVE] All right, thank you so much for your help, [PII], you've been super, super helpful. Um, on this one, just to confirm, um, do I have [PII] as the subscriber?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You do, yes, and that's why I couldn't get, uh, through anything through her Social Security number. I think it's, it's only gonna show up if if she was a subscriber. So yes, she is down at the spouse, Rose, um, that he, that he is the subscriber.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright awesome thank you so much for your help I really appreciate it.
[AGENT][POSITIVE] OK, well, thank you for contacting ATO. You have a very good morning.