AccountId: 011433970860
ContactId: 621c72a9-8605-492e-a577-f33abf88c45d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319320 ms
Total Talk Time (AGENT): 80680 ms
Total Talk Time (CUSTOMER): 156597 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/621c72a9-8605-492e-a577-f33abf88c45d_20250620T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, [PII], my name is [PII]. I'm calling from a provider's office and I'm not even sure if I have the right department. Um, this patient has presented a card that has, um, multi-plan services on it.
[CUSTOMER][NEUTRAL] Um, and this is the number that was on the back for benefits that I dialed. I'm not sure if you can help me or not. It's for a medical claims professional.
[AGENT][NEUTRAL] Man
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] Employee ID?
[CUSTOMER][NEUTRAL] Uh, no, this card doesn't have a number like that. All it has is, um, it's a group number on it. It says employee ID, employee name, and, um.
[CUSTOMER][NEUTRAL] That's it, it didn't have that.
[CUSTOMER][NEUTRAL] And it's through it says MAU workforce.
[CUSTOMER][NEUTRAL] All it says on it.
[AGENT][NEUTRAL] May I have the member's first and last name and could you spell it for me please?
[CUSTOMER][NEUTRAL] His first name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's the first name?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] That's first name.
[AGENT][NEUTRAL] OK, and the last name is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the date of birth please?
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII] for this policy, it's showing that we don't have the medical policy, it only shows dental.
[CUSTOMER][NEUTRAL] OK, so he doesn't have a medical policy.
[AGENT][NEUTRAL] Not with us, but you said this number, that number.
[AGENT][NEUTRAL] It's located on the back of the card?
[CUSTOMER][NEUTRAL] Yeah, this, this card is like it it has.
[CUSTOMER][NEUTRAL] It has the member number, medical, and then pharmacy. All the information is on one card and under the medical it it has um your number on the back to verify that it says for medical benefit verification please call and that's the number that I dialed it was your number and it says email is it it's underwritten by it says 90 degree benefits on it, but then um.
[CUSTOMER][NEUTRAL] It says for medical benefit verification call [PII] and that's your number.
[AGENT][NEUTRAL] OK, so see, our number is actually [PII]. So the number that you called is.
[CUSTOMER][NEUTRAL] But I, I dialed [PII] though.
[AGENT][NEUTRAL] Yes, that it can connect to, to us, but that is through IMA which is Benefit in a car like you said it's 90 degree and to speak with them, that is when you would choose, I believe it's hospital indemnity.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, hospital indemnity. Oh gosh. I wasn't sure cause we're not hospital.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, so let me start over. Thank you for helping me.
[AGENT][NEUTRAL] You're welcome and you can just let them know that you had spoke with American Public Life and that you already got the information that you needed, and you just need to verify with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but so you, you can still see that he only has dental, is that what you're telling me?
[AGENT][NEUTRAL] He only has dental with us. Now, I'm not sure exactly what they, what he has with them.
[CUSTOMER][NEUTRAL] Oh, OK. Oh.
[CUSTOMER][POSITIVE] OK, so let me, let me call them. Thank you for your help. I appreciate it. OK, bye bye.
[AGENT][POSITIVE] Yes. Oh, no problem. You're welcome.