AccountId: 011433970860
ContactId: 64391d0a-0799-4b96-b9f2-98b0a75dad46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441660 ms
Total Talk Time (AGENT): 225007 ms
Total Talk Time (CUSTOMER): 165774 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/64391d0a-0799-4b96-b9f2-98b0a75dad46_20250514T18:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I have a question about a client's benefits and eligibility.
[AGENT][NEUTRAL] OK, you're needing to check eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Well, yeah.
[AGENT][POSITIVE] OK. Yes, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] The Hamilton Center.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII], um last initial is [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], and your callback number?
[CUSTOMER][NEUTRAL] Um, [PII] option 3 and what was your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Last initial.
[AGENT][NEUTRAL] And [PII]. S.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hang on, just it's so small. I have an employee ID number or I have.
[AGENT][NEGATIVE] It should start with a 0.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, I guess I don't have a policy number. I have um.
[AGENT][NEUTRAL] OK, what does it say on their ID cards? Tell me what the ID card says.
[CUSTOMER][NEUTRAL] OK, let me ask you this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a member ID. I have a group number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It has pharmacy medical.
[CUSTOMER][NEUTRAL] And it only gives the number to call you guys at.
[AGENT][NEUTRAL] OK, on that member number, is it a D? Does it start with a D?
[CUSTOMER][NEUTRAL] It has providers.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that sounds like you're trying to reach 90 degree benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] If that's the only number that's on that card.
[CUSTOMER][NEUTRAL] OK, and who are you guys?
[AGENT][NEUTRAL] I'm American Public Life.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, well, while I have you because that's funny because this is the number that was on the back of his card for providers to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Can you tell me when that.
[CUSTOMER][POSITIVE] No, I must have got oh my gosh, I called you because.
[AGENT][NEUTRAL] OK, so you called, you called [PII]?
[CUSTOMER][NEUTRAL] No, I called to see when those benefits ended.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so depending on the option that you select when you call that [PII] number as to where you end up, option one is for IMA or 90 degree benefits I believe option two or something else is APL.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So I can connect you over. Mhm.
[CUSTOMER][NEUTRAL] OK, so let me ask this I can you pull up on policy number 01.
[AGENT][NEUTRAL] For IMA I can't. Uh-huh. OK.
[CUSTOMER][NEUTRAL] Uh, no, this is for 90 degrees, American Public whatever you said.
[AGENT][NEUTRAL] OK, so the D number is for 90 degree benefits. You were about to give me a 01, which is a policy certificate number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that would be for APL.
[CUSTOMER][NEUTRAL] OK, yes, this is through American Public.
[AGENT][NEUTRAL] Mhm. So what is that number?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 0178
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9595.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is that number on his ID card also? Or hers, his or hers?
[CUSTOMER][NEUTRAL] Uh, no, this is on his insurance verification card, or verification on our [PII] site.
[CUSTOMER][NEUTRAL] It's on his chart in his chart.
[CUSTOMER][NEUTRAL] And I'm just needing to know if there was an end date to it.
[AGENT][NEUTRAL] OK, so you don't need benefits, you only need eligibility. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes, I'm sorry.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's OK. Hold on. Give me just a couple of moments and to get the information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII], um, and his birthday looks like [PII].
[AGENT][NEUTRAL] And that is not the date.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII], OK. All right, so I do show that he is a subscriber on this limited benefit plan and this policy is active, effective [PII].
[CUSTOMER][NEUTRAL] For yeah sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And does he still have this policy open?
[AGENT][NEUTRAL] He does. It is active.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And you can't tell me if the other one is active, correct?
[AGENT][NEUTRAL] I can't, no, ma'am. I can't tell because that's a different company. I don't have access to their information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um, is the [PII] number.
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] Mhm. And option one would take you to the 90-degree benefits and then option two, I think it's option 2 that brings you here to APL because a lot of these people have dual coverage, some only have one or the other.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Some may only have 90 degree benefits and not APO or maybe just APO and not 90 degree benefits. So it can be kind of confusing, but yes, you, that number is the correct phone number just depending on what type of policy information you're inquiring on as to which option to select. Now if you all were to ever file a claim for this number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] With APL, once the claim has been processed, [PII], if there's a way you can make a note, we do have a portal that you should be able to access the status of the claim check claim status there and our portal website is secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, make sure there's a D on secured. It's secured with a D.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, OK, all right, I got you.
[AGENT][NEUTRAL] Mhm. All right. And would you like for me to connect you over to 90 Degree Benefits or IMA?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK. Well, I'll be happy to do that. Is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] No, there's not that's all I needed to know.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You, you're very welcome and thank you also, [PII]. So one moment and I will transfer you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling. If you would like to participate in all agents are currently assisting other.