AccountId: 011433970860
ContactId: 6681b68c-1bcc-4856-9446-e1b49bcbca13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267920 ms
Total Talk Time (AGENT): 96460 ms
Total Talk Time (CUSTOMER): 135378 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/6681b68c-1bcc-4856-9446-e1b49bcbca13_20250113T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey, [PII], yes, this is [PII] at Doctor [PII]'s office here in [PII]. I'm calling on behalf of a mutual patient. I'm actually trying to verify their insurance and eligibility.
[AGENT][POSITIVE] OK, I'm happy.
[CUSTOMER][NEUTRAL] Um, but
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Oh no, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] Um, but, uh, the patient does not have a card yet. Um, so I'm trying to put the insurance within the system, but I need her, um, information, but I do have her date of birth, social, all the above.
[AGENT][POSITIVE] OK, sounds good, [PII] I'm happy to take a look for you. Do you have, uh, let's do, you said you have their social. Let's try by that. That's usually the most effective.
[CUSTOMER][NEUTRAL] OK. Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one moment, let me take a look here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the uh patient's first name and last name?
[CUSTOMER][NEUTRAL] Um, patient, give me one second.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, patient, you said date of birth?
[AGENT][NEUTRAL] Oh, name, please, sorry.
[CUSTOMER][NEUTRAL] Name, I'm sorry. [PII] is the first name, and then [PII].
[AGENT][POSITIVE] All right. Thank you so much.
[CUSTOMER][NEUTRAL] It's the last name.
[AGENT][NEUTRAL] And we're looking for medical insurance, correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then what is [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth is, give me one moment. Date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you so much. So patient does have an active plan with us. Uh, the effective date on this, if you need it is [PII].
[CUSTOMER][POSITIVE] Uh-huh, you're welcome.
[AGENT][NEUTRAL] And I have her policy number here if you need that also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's her policy number?
[AGENT][NEUTRAL] 02566205.
[CUSTOMER][NEUTRAL] Hold on, 02, I'm sorry, 0256.
[AGENT][NEUTRAL] 6205.
[CUSTOMER][NEUTRAL] OK, so 02566205.
[AGENT][POSITIVE] Mhm, that's correct, yeah.
[CUSTOMER][NEUTRAL] OK, and it's in her name, correct?
[AGENT][POSITIVE] Uh, yes, that is correct. Uh-huh.
[CUSTOMER][NEUTRAL] Mm OK. And you said it was effective as of [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what is the actual name of the insurance?
[AGENT][NEUTRAL] So we're American Public Life. The plan type that she has is a limited benefit, so it's called a hospital indemnity plan.
[CUSTOMER][MIXED] OK, so limited.
[CUSTOMER][NEUTRAL] But the name of the insurance itself is APL or is it American? OK, so it's just the initials.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. All right, sounds good. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, um, excuse me, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello, yes, can you guys possibly send her a card so we don't have to go through this each time?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, absolutely. We can.
[CUSTOMER][NEUTRAL] Which address?
[CUSTOMER][NEUTRAL] The PO box, OK.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] So I can have one sent out to her PO box and I can also email one.
[CUSTOMER][NEUTRAL] And then I just
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, yes, perfect. That would be great.
[AGENT][POSITIVE] All right. I'm happy to do that. Anything else I can do for you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Take care.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye.