AccountId: 011433970860
ContactId: 6629d8a9-a812-46a1-a25b-a2599006638f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421470 ms
Total Talk Time (AGENT): 109433 ms
Total Talk Time (CUSTOMER): 143213 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6629d8a9-a812-46a1-a25b-a2599006638f_20250228T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Advent Health to check on benefits and eligibility. Could you please help me on that?
[AGENT][NEUTRAL] Sure, I can check eligibility benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, I'm sorry, you said that extension was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, got it. Alrighty. And then, uh, do you have that policy number?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] The policy number is 0361.
[CUSTOMER][NEUTRAL] 067
[AGENT][NEUTRAL] Um, I am so sorry, [PII], it kinda cut out there. Um, I did not hear that.
[CUSTOMER][NEUTRAL] OK. Uh 036106722.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Could you repeat that one more time for me, [PII]? I apologize.
[CUSTOMER][NEUTRAL] 0361
[CUSTOMER][NEUTRAL] 06722.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, um, I did not get a result with that [PII] that doesn't appear to be one of our policy numbers. Do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I did not get a result with that number that does not appear to be one of our policy numbers. Um, do you have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I have social security number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The Social Security number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, what was the name for the members?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII] last name is [PII]
[AGENT][NEUTRAL] OK, I did, I did not get a result with that policy number, [PII]. It does not appear that they are in our system.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The patient have Aetna Medicare plan and the patient have uh
[CUSTOMER][NEUTRAL] APL supplemental plan.
[AGENT][NEUTRAL] I'm not able to find them in our system, [PII]. So, um, I would reach out to them and get the correct policy number.
[CUSTOMER][NEUTRAL] Yes, one second, I will check it, uh.
[CUSTOMER][NEUTRAL] Insurance card
[CUSTOMER][NEUTRAL] that kind of
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, one second, I will check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Yes, no.
[CUSTOMER][NEUTRAL] Policy number is the same.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] 0361 06722.
[AGENT][NEGATIVE] Yeah, I didn't get a result with that number.
[AGENT][NEUTRAL] Does the card say American Public Life?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Yeah, I don't, I, that does not give me um a result.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Does the card say, um, is there a part on there that shows uh in hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] No, I don't have uh.
[CUSTOMER][NEUTRAL] Uh, could you please check on that, uh, patient name and date of birth, uh, patient has any name.
[AGENT][NEUTRAL] Would you mind spelling out their first and last name for me?
[CUSTOMER][NEUTRAL] You know, [PII].
[AGENT][NEUTRAL] OK, I'm at the beginning, I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Last name is
[CUSTOMER][NEUTRAL] No. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My last name is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] like
[AGENT][NEUTRAL] Um, what state does [PII] live in?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What state does [PII] live in?
[CUSTOMER][NEUTRAL] One second. I.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] OK, I do not have a [PII] in our system that lives in [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah sorry about that. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No need to thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Have a nice day. Happy weekend. Bye-bye.
[AGENT][POSITIVE] You too. Thank you. Bye bye.