AccountId: 011433970860
ContactId: 75063aca-759f-44bf-906f-43c8021cefd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 677380 ms
Total Talk Time (AGENT): 201837 ms
Total Talk Time (CUSTOMER): 227201 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/75063aca-759f-44bf-906f-43c8021cefd8_20250303T20:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Advent Health to check on benefits and eligibility. Could you please help me on that?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the benefits and the eligibility. And can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] My name is [PII] and last name [PII].
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and extension [PII].
[AGENT][NEUTRAL] OK, wait a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I see what's happening. OK, can you repeat the phone number for me, please?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Andaction number 63658.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Yes, exactly.
[AGENT][NEUTRAL] OK, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 1 2nd.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Member policy number is?
[CUSTOMER][NEUTRAL] 0361
[CUSTOMER][NEUTRAL] 0672.
[CUSTOMER][NEUTRAL] 2
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 361
[CUSTOMER][NEUTRAL] 0361.
[CUSTOMER][NEUTRAL] Sorry, 0361.
[CUSTOMER][NEUTRAL] report.
[AGENT][NEUTRAL] Is this the so the APL policy number usually starts with a 01 or 02. Um, do you have a copy of the ID card available?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And on the ID card, what does it say is the in-hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is that number?
[CUSTOMER][NEUTRAL] Yes, one second. I will.
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, uh 0361.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, so I have the number that you gave me. What I'm trying to explain is that's not an APL policy number. I'm asking you if you have the ID card so I can help you locate the APL policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, I have ID card. The policy number is 036106722.
[AGENT][NEUTRAL] OK, what's the member's first and last name? That's not an APO policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. The first name is uh [PII].
[AGENT][NEUTRAL] I'm sorry. OK, hold on one second, sir. I have to type this. Can you slow down, please? I can also search with the social as well if that's better.
[CUSTOMER][NEUTRAL] Yes. [PII].
[CUSTOMER][NEUTRAL] A large
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The last name was [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] what
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And then the first name was [PII].
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Automatically
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm just waiting for the policies. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't think.
[AGENT][NEUTRAL] Um, does [PII] have a middle initial?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, maybe this is it. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and what is her date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so the policy I found is a different date of birth, so let me see if one of the others is her.
[AGENT][NEUTRAL] On the top left corner of the ID card that you have, do you see APL?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It says APL on the card and it has a policy number of 361.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] American public life
[CUSTOMER][NEUTRAL] Medicare supplementary.
[AGENT][NEUTRAL] You said, wait a minute. Can you read the card to me, please? American Public Life Medicare Supplement?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't work with Medicare. What's the um number on the back of the card, the customer service number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] 8002568606
[AGENT][NEUTRAL] And does it have a group number on there?
[CUSTOMER][NEUTRAL] Yes, uh, I have a group number. No, I don't have any group number.
[AGENT][NEUTRAL] Yeah, see this doesn't, OK. Hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what does it have for the claim's mailing address?
[AGENT][NEUTRAL] On the back of the card?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Goes. Yes, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then it has our old claims mailing address, that doesn't.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let me see if I can.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, there's one more [PII] in the system. I'm getting ready to search the policy and see if it's the same date of birth as yours, um.
[AGENT][NEUTRAL] It's not. This is March, uh, I'm sorry, it's not the same date of birth. Um.
[AGENT][NEUTRAL] The only thing that I can say because um there's, do you have the member's social?
[CUSTOMER][NEUTRAL] Yes, I have social security number.
[AGENT][NEUTRAL] And what's the social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Yeah, nothing's coming up with that social. Um, I'm not sure about this, and it doesn't have a group number on the card?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, I will reach out to the member um and have them reach out to the HR department. They do you know the employer's name?
[CUSTOMER][NEUTRAL] something
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I will reach back out to the member because nothing's coming up with the first and last name, nothing's coming up with the social. The ones that did come up with the first and last name has a different date of birth than your patient.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I but it's not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No need, thank you.
[AGENT][POSITIVE] All right, thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I