AccountId: 011433970860
ContactId: 6743785e-d957-45f0-a976-ddaec1ee614e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224460 ms
Total Talk Time (AGENT): 71423 ms
Total Talk Time (CUSTOMER): 103878 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/6743785e-d957-45f0-a976-ddaec1ee614e_20250423T18:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Hi, I'm [PII], and I'm calling from the doctor's office of West [PII] Medical Center to check on our patient's eligibility. Please be informed this call is recorded and monitored for quality and training purposes.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, my, my call back is [PII] and my extension is [PII].
[CUSTOMER][NEUTRAL] And the policy number is
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] It's 02473376 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], thank you. And may I know the plan type?
[AGENT][NEUTRAL] Sure, so this is their Medlink supplemental gap insurance policy?
[AGENT][NEUTRAL] So we apply to the co-pay, deductible and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] After primary.
[CUSTOMER][NEUTRAL] Thank you, sir. OK. And do you have a group name or group number for this policy?
[AGENT][NEUTRAL] The group number is 23143.
[AGENT][NEUTRAL] The group name is Nova Southern University.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Thank you and your claims mailing address, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] alrighty and the timely filing please.
[AGENT][NEUTRAL] There's no timely filing as long as the policy is active, you can file a claim at any time.
[CUSTOMER][NEUTRAL] OK, thank you. And do you go by any other name or just American?
[AGENT][NEUTRAL] American Public Life or APL?
[CUSTOMER][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] OK uh thank you. And ma'am, can you please give me your name again?
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Thank you. And may I know, uh, is this a kind of, uh, HMO or PPO or neither one of them? So you mentioned that this is a supplemental gap, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you. uh, thank you so much and uh you have a wonderful, OK, you have a wonderful day. Thank you. Bye-bye.
[AGENT][NEUTRAL] So it's neither.
[AGENT][POSITIVE] Thank you, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I know that would be all thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You sir bye bye