AccountId: 011433970860
ContactId: 6005baa3-6861-42b3-b666-df5daa875a88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169679 ms
Total Talk Time (AGENT): 67590 ms
Total Talk Time (CUSTOMER): 59682 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/6005baa3-6861-42b3-b666-df5daa875a88_20250404T17:20_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] Hi, um, I was trying to figure out if this goes through like, uh, uh, what network this was a part of, if it's like a third party billing or what it was.
[AGENT][NEUTRAL] OK, I need to pull up the policy to see could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, um, the name is [PII] callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 019399.
[CUSTOMER][NEUTRAL] 38.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her policy and you had a question regarding the type of policy this is um, it looks like she has a supplemental.
[CUSTOMER][NEUTRAL] Yeah, cause I don't feel like we took this.
[AGENT][NEUTRAL] OK, it looks like she has a supplementalga policy with us. Uh, it does pay secondary to her major medical, uh, towards inpatient and outpatient services.
[CUSTOMER][NEUTRAL] Look
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's a secondary uh medical plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is it a part of like any major network or no?
[AGENT][NEUTRAL] No, so this is a non-contracted policy. It will follow the major medical.
[CUSTOMER][NEUTRAL] Um, OK, hold on one second.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What is the claims address?
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Uh, can I get the reference number?
[AGENT][NEUTRAL] Yes, to reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And so is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, ma'am. That's it. Thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful weekend and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too, bye-bye.