AccountId: 011433970860
ContactId: 7487a892-d0ed-407d-a90b-b7d51a86c07d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159919 ms
Total Talk Time (AGENT): 60450 ms
Total Talk Time (CUSTOMER): 54971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/7487a892-d0ed-407d-a90b-b7d51a86c07d_20250221T18:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII] may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from Novo Health and I'm sorry, what was your name again?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I need to verify eligibility on a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a call back number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Policy number is 02506218.
[AGENT][NEUTRAL] And what is this member's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For what place of service is it inpatient, outpatient, office visit?
[CUSTOMER][NEUTRAL] Uh, it's probably office visit.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Yes, so now that.
[CUSTOMER][NEUTRAL] OK and he he's a subscriber on the policy?
[AGENT][NEUTRAL] Yes, [PII] is the policyholder.
[CUSTOMER][NEUTRAL] OK, and is there any network?
[AGENT][NEUTRAL] No, this is a gap insurance.
[CUSTOMER][NEUTRAL] OK, and is there a group number?
[AGENT][NEUTRAL] 26536 is the group number. Would you like the group name?
[CUSTOMER][NEUTRAL] Um, I have American Public Life as the insurance, is that correct?
[AGENT][NEUTRAL] That is correct, but would you like the group name for the group number?
[CUSTOMER][NEUTRAL] Oh yeah, no, I don't need that thank you um.
[CUSTOMER][NEUTRAL] Uh, do you have the address on where we're sending bills?
[AGENT][NEUTRAL] It'll be addressed to [PII] Life at [PII].
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK, do you have an electronic payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, and do you give reference numbers?
[AGENT][NEUTRAL] We don't provide those [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Alright, that's all I need then thank you very much for your time.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye