AccountId: 011433970860
ContactId: 68bd288b-39cb-4366-be05-3a2d0ced5f22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194029 ms
Total Talk Time (AGENT): 91836 ms
Total Talk Time (CUSTOMER): 70768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/68bd288b-39cb-4366-be05-3a2d0ced5f22_20250408T20:46_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was calling because I have a patient coming in with this insurance and I was wanting to see who I can speak to about benefits and eligibility.
[AGENT][NEUTRAL] [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, you sure can. It's [PII].
[AGENT][NEUTRAL] Thank you. And this is for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] I don't know, I wanna know why it keeps saying dental when, when it announced the call. Can I have that policy number?
[CUSTOMER][NEGATIVE] I don't know it didn't even give me the option.
[AGENT][NEUTRAL] It
[CUSTOMER][NEGATIVE] Yeah, it didn't give me the option for medical, no, it, it kept on giving me other options but nothing for just medical.
[AGENT][NEUTRAL] Oh, cause every call that I've been getting, I've been thinking that it's gonna be for dental insurance, but it's actually for medical once I speak to the person. What's the policy number, [PII]?
[AGENT][NEUTRAL] You did say your name was [PII]?
[CUSTOMER][NEUTRAL] Um, the number that we have on the card.
[CUSTOMER][NEUTRAL] Yeah, yeah, uh, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] What benefits? Mhm. What benefits are you inquiring about?
[CUSTOMER][NEUTRAL] It's from
[CUSTOMER][NEUTRAL] A doctor's office, but who do we bill it to?
[AGENT][NEUTRAL] Um, this goes to, so this is a third party administrative policy. So it goes to IMA first and then American Public Life. So you go, you send the claim to IMA. Do you have IMA's information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do, but I was just trying to find it on my drop down and it only, it always gives me imagine 360, but um, so it goes to AMA first and then it goes to American Public Life Secondary or second.
[AGENT][NEUTRAL] I M A.
[AGENT][NEUTRAL] Yes, IMA. It's I as in India, M as in Mary, A as in Alpha.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and then July, yes, I'm looking for uh doctor's office.
[AGENT][POSITIVE] Thank you. Hold one moment.
[AGENT][NEUTRAL] Verify cause this policy is very limited.
[AGENT][NEUTRAL] So, it looks like it has a
[AGENT][NEUTRAL] Sickness rider with benefits of $75 per visit with 5 visits per calendar year. And this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that is all I need to know. Is there a reference number for today's call?
[AGENT][NEUTRAL] We don't provide those, [PII], but you can use my name and today's date as a reference is [PII], and today's date.
[CUSTOMER][POSITIVE] Alright, [PII] thank you so much. I appreciate your time. Have a good rest of your day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.