AccountId: 011433970860
ContactId: 7020dfbb-2343-43a6-bbb2-b99e5fd352ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269209 ms
Total Talk Time (AGENT): 84878 ms
Total Talk Time (CUSTOMER): 104660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7020dfbb-2343-43a6-bbb2-b99e5fd352ee_20250515T16:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I need to um verify a patient's insurance.
[AGENT][NEUTRAL] OK, I can verify benefits and or eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Um, subscribe member ID.
[CUSTOMER][NEUTRAL] 654-819-49000
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, you want, is it member ID number or subscriber ID?
[AGENT][NEUTRAL] Uh, it should say policy sir, probably start at [PII] or [PII].
[CUSTOMER][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] Remember
[CUSTOMER][NEUTRAL] OK, try 785104.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, no, ma'am. What's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's weird. This is the number that I've called in the past to verify his insurance.
[AGENT][NEUTRAL] OK, and what's the first name?
[CUSTOMER][NEUTRAL] Oh, you know what? Um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] American public
[CUSTOMER][NEUTRAL] Oh yeah, that's the same thing.
[AGENT][NEUTRAL] OK. And his date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that looks like that was the number 785104, um, was effective [PII] and it terminated.
[CUSTOMER][NEUTRAL] OK, wait, um, what was, um, oh wait, um, you said it terminated?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] And I do show he has a current policy number. Uh, it's [PII], last initial [PII], and he does have a current policy and I can give you that number when you're ready.
[CUSTOMER][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Is it still through y'all?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let's see, um.
[CUSTOMER][NEUTRAL] What was that old policy number? You said 785.
[AGENT][NEUTRAL] 104.
[CUSTOMER][NEGATIVE] 104. OK, so that's not any good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's still through American public.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] American Public Life Insurance, OK, what's it, what's this um new number?
[AGENT][NEUTRAL] 257-879-3.
[CUSTOMER][NEUTRAL] Is there a group number?
[AGENT][NEUTRAL] Uh, should be the same, but the group number 14871.
[CUSTOMER][NEUTRAL] 14871.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and um let's see.
[CUSTOMER][NEUTRAL] So with his um with the other insurance, um, I have a, there's a note in here that um.
[CUSTOMER][NEUTRAL] But before.
[CUSTOMER][NEUTRAL] Yeah, um, the other insurance that says that, uh, the office visits are not covered, so our office visits with this policy, are they still not covered?
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, the policy.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Covers treatment in the office, um, for sickness or an injury, but the visit itself is not covered.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] Alright, um, and what's the reference number to this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date and my name is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, Miss [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.