AccountId: 011433970860
ContactId: 6e97a971-0541-401e-9b97-03393646e475
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 807090 ms
Total Talk Time (AGENT): 183964 ms
Total Talk Time (CUSTOMER): 209188 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/6e97a971-0541-401e-9b97-03393646e475_20250514T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Aetna member services. This call may be monitored and recorded for quality and training purposes. Can I have the first letter of your last name please?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Thank you. So I am calling on behalf of [PII] in regards to um an insurance that he has on file, which is this one, and I just wanted to get um some verification questions answered so that I could properly update that in our system.
[AGENT][NEUTRAL] OK. And you said you were from where? I'm sorry.
[CUSTOMER][POSITIVE] No worries, Aetna member services.
[AGENT][NEUTRAL] OK, and can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm the callback number.
[CUSTOMER][NEUTRAL] One moment here.
[CUSTOMER][POSITIVE] Sorry about that. Let's see.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] For the OK let me see.
[CUSTOMER][NEUTRAL] I only have the group number it's.
[AGENT][NEUTRAL] Do you have their APL policy number?
[AGENT][NEUTRAL] Group
[CUSTOMER][NEUTRAL] I only have the number it's um E5ADJZVL 600.
[AGENT][NEUTRAL] I don't think that is an APL group number.
[CUSTOMER][NEUTRAL] Um, I can give you the only thing I have is the first and last name, date of birth.
[CUSTOMER][NEUTRAL] Can you look it up that way?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] My computer's just a little slow today.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And how do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And if you could just bear with me one moment I'm just gonna check back in with the number, OK?
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for holding. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like.
[CUSTOMER][NEUTRAL] And the first name is [PII], that's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing a few.
[AGENT][NEUTRAL] Let me get it real quick.
[AGENT][NEUTRAL] OK, um, can you tell me the date of birth so I make sure I made sure I got the right person?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what type of type of insurance is this?
[AGENT][NEUTRAL] It looks like they have our um.
[AGENT][NEUTRAL] Gap policy. Let me double check and make sure.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, this is a Medlink policy.
[AGENT][NEUTRAL] So it is a secondary gap insurance. So after major medical pays, then this one can um be billed.
[CUSTOMER][NEUTRAL] You said it's a med link policy like it's a secondary gap insurance?
[AGENT][NEUTRAL] Give me
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It looks like the policy that I found is lapsed, so let me see if they have any other policies with us.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] And you're needing eligibility for this particular policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and are you wanting the policy number?
[CUSTOMER][NEUTRAL] One moment here.
[CUSTOMER][NEUTRAL] Um, yes, one moment, I can take that information.
[CUSTOMER][NEUTRAL] OK, I'm ready for it, um, the policy number.
[AGENT][NEUTRAL] 0249.
[AGENT][NEUTRAL] 74
[AGENT][NEUTRAL] 57.
[CUSTOMER][NEUTRAL] So I have 02497457 like that's the policy ID.
[AGENT][NEUTRAL] That's the policy number or it on their ID card, it'll say a policy certificate number.
[CUSTOMER][NEUTRAL] OK, and do you have the group number?
[AGENT][NEUTRAL] OK, and I do show also that this was effective on the [PII] and it is current.
[CUSTOMER][NEUTRAL] And there's no term date, right?
[AGENT][NEUTRAL] Um, I do not see a term date on this one, no, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you are needing their employer?
[CUSTOMER][NEUTRAL] Um, I think I have the employers, so not necessarily that. I believe it's the group number, um, a good phone number, and then I believe the the subscriber's name and date of birth, which I assume it's the same, right?
[AGENT][NEUTRAL] Yes, I'm showing this is the only person on that policy.
[AGENT][NEUTRAL] I will have to do a separate check on the employer, so give me just one moment.
[CUSTOMER][NEUTRAL] Well, no, no, no, I don't need the employer.
[AGENT][NEUTRAL] Oh, OK. I thought you needed their, their address.
[CUSTOMER][NEUTRAL] So do you have the
[CUSTOMER][NEUTRAL] No, no, no, do you have the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, the group number is 15493.
[CUSTOMER][NEUTRAL] 15493.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Bear with me one moment, OK? I'm gonna check back in with the member. I'll be right back. Thank you so much.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, are you still there?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Thank you so much. OK, so I'm gonna go ahead and add the record here. um, this is commercial.
[AGENT][NEUTRAL] Welcome.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, I'm sorry, what do you mean?
[CUSTOMER][NEUTRAL] Is it like for motor vehicle accident or is it just the type of coverage is commercial?
[AGENT][NEUTRAL] Um, let me check their benefits.
[AGENT][NEUTRAL] It looks like it's just it has inpatient and outpatient um benefits, so not necessarily just motor vehicle.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries, thank you so much and then can I have the name of the insurance carrier so I can enter this in properly.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, do you mean us?
[CUSTOMER][NEUTRAL] So not the
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm so sorry. Um, we are American Public Life, or APL.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'll just put secondary.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So benefits on this plan are only um payable if the major medical pays for it, pays for part of it first, this picks up as a gap.
[AGENT][NEUTRAL] So if major medical or I guess you as Aetna um won't pay for a claim, then this this policy will not pay for that claim either.
[CUSTOMER][NEUTRAL] So you're saying that it only if Aetna pays will they pick up the rest?
[AGENT][NEUTRAL] Right, if a major medical pays, then this one has the ability to pick up the rest. Yes, because it's a gap policy.
[AGENT][NEUTRAL] Secondary gap policy.
[CUSTOMER][NEUTRAL] OK, give me one second, let me just add this in here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 54
[CUSTOMER][NEUTRAL] 93 and then a good phone number please?
[CUSTOMER][NEUTRAL] For the this insurance.
[AGENT][NEUTRAL] A good phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you let's see here.
[CUSTOMER][NEUTRAL] The effective date was [PII].
[AGENT][NEUTRAL] Yes, ma'am, and it is currently active.
[CUSTOMER][NEUTRAL] OK, no term date, thank you. See, and is it, it's through the, it's, it's gonna be under supplemental. It's only medical and then this would be secondary.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all. I really appreciate your help thank you so much for your patience and I hope that you have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.