AccountId: 011433970860
ContactId: 7c8a1e67-5a2d-4818-9493-1059c09acf6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171820 ms
Total Talk Time (AGENT): 78833 ms
Total Talk Time (CUSTOMER): 77391 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/7c8a1e67-5a2d-4818-9493-1059c09acf6f_20250409T13:22_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]. I'm calling from Daycare Clinic. I have a patient here that has um APL. What kind of um product is this or is it gap plan or limited benefit?
[AGENT][NEUTRAL] OK, um, [PII], what is your callback number if we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is that policy number, please?
[CUSTOMER][NEUTRAL] It says coverage. I don't know what what do you need group it just says individual.
[CUSTOMER][NEUTRAL] Uh, there's no number on it says that.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Policy certificate number may be inpatient outpatient.
[CUSTOMER][NEUTRAL] Oh, OK, so the outpatient number 1480172 ML8.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you very much. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][POSITIVE] OK, thank you so much one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Now the policy that she has or had was a supplemental medical policy. This policy has turned, and it turned as of [PII]. Uh, give me one moment, let me check to see if there is an active policy. One moment, thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, the member does have an active policy number. I can provide that to you when you're ready for that number.
[CUSTOMER][NEUTRAL] Oh, OK, go ahead.
[AGENT][NEUTRAL] 1498604.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's the policy number.
[CUSTOMER][NEUTRAL] That's just 114, OK, 1498604.
[AGENT][NEUTRAL] Yes, and it shows effective as of [PII]. Uh, this is a supplemental medical policy. Some people call it GAP. Uh, we help with the major medical deductible, co-pay, and co-insurance based on coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so would, we would, so she has Anthem primary and then we, we would be sending it to you or would the patient be sending this in?
[AGENT][NEUTRAL] Uh, you, the provider will send the payment, excuse me, the claim into us.
[CUSTOMER][NEUTRAL] We will
[CUSTOMER][NEUTRAL] OK, and is her group number still 21252?
[AGENT][NEUTRAL] Let me check that for you one moment please, [PII]. Yes, that's correct.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and [PII], do you have a call reference number please?
[AGENT][NEUTRAL] I do not, but you can use my name and today's date. My last initial is [PII]. Anything else I can help you with, please, [PII]?
[CUSTOMER][POSITIVE] No, that would be it. I appreciate your help today. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, sir. You're welcome. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mhm.