AccountId: 011433970860
ContactId: 6de23a1f-8de9-4e46-907e-c65a10a6950e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262519 ms
Total Talk Time (AGENT): 105443 ms
Total Talk Time (CUSTOMER): 87359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/6de23a1f-8de9-4e46-907e-c65a10a6950e_20250604T12:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from a provider's office to see if a patient is eligible if it if the service is covered.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. Do you have their policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think, well, let me see, let me check the card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It would say probably like certificate number or in hospitals number maybe.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The number on the card is 4 as in dog 43511164.
[AGENT][NEUTRAL] OK, that says the member ID correct?
[CUSTOMER][NEUTRAL] It says employee ID yeah.
[AGENT][NEUTRAL] OK, do you see anything that says certificate number on it because I can't pull them with that number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, I just have a group number.
[AGENT][NEUTRAL] OK, we can check by name um or social. Do you have at least their name?
[CUSTOMER][NEUTRAL] OK, the name, first name is [PII] The last name is [PII]. I don't know if you have it together or separate.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's try.
[AGENT][NEUTRAL] Does she reside in um [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And are we looking for medical coverage, dental? What are we looking for?
[CUSTOMER][NEUTRAL] Yes, it's medical and it's for an echocardiogram in the office.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] So she
[CUSTOMER][NEUTRAL] Is she, is she eligible?
[AGENT][NEUTRAL] She has coverage with us, but not a medical plan. She has a dental plan and like accidents, some supplemental, but I don't see any medical.
[CUSTOMER][NEUTRAL] OK, and so this is um.
[CUSTOMER][NEUTRAL] Who are you with? MetLife? are you with 90 Degree Benefits or who?
[AGENT][NEUTRAL] So, I work for American Public Life Insurance.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] But I have the right phone number, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she has a dental plan with us and like some life insurance and like an accident plan, but nothing for like medical procedures.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What you're looking for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's her ID number?
[AGENT][NEUTRAL] Um, well, she's got a couple of different ones. I mean, do you want it just for the dental, which, I mean,
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Well, I guess if it's not medical we don't need it for any of them, do we?
[AGENT][NEUTRAL] Yeah, I mean, it's
[CUSTOMER][NEUTRAL] What's the accident so she could come to the doctor if she were in an accident it would cover?
[AGENT][NEUTRAL] Right, if she had like, yeah, if she were in an accident, correct.
[CUSTOMER][NEUTRAL] Or how does that work?
[AGENT][NEUTRAL] Um, it would pay.
[CUSTOMER][NEUTRAL] So what that, what is the ID number then I guess so.
[AGENT][NEUTRAL] 02.
[AGENT][NEUTRAL] 61.
[AGENT][NEUTRAL] 8343.
[CUSTOMER][NEUTRAL] OK, and your name's [PII]?
[AGENT][NEUTRAL] Mhm. [PII]
[CUSTOMER][NEUTRAL] OK, can I get a reference number?
[AGENT][POSITIVE] Absolutely call references my name and then just today's date.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.