AccountId: 011433970860
ContactId: 7d09f10f-948a-465c-8e33-26bcb5fce819
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452640 ms
Total Talk Time (AGENT): 165390 ms
Total Talk Time (CUSTOMER): 143517 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/7d09f10f-948a-465c-8e33-26bcb5fce819_20250121T13:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Central Ohio Primary Care. I need to check eligibility for a patient.
[AGENT][POSITIVE] Sure, [PII] I can assist you with that. I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[CUSTOMER][NEUTRAL] And the policy number is 274-848-36.
[AGENT][NEUTRAL] [PII], I can barely hear you. I didn't get that policy number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's uh, can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's too long to be a policy number. You have a copy of a card or are you giving me a social?
[CUSTOMER][NEUTRAL] That's the social.
[AGENT][NEUTRAL] OK, so could you provide it to me again because I didn't, you can give me the social. I can look it up, but I need to know if it's a social or a policy number so I can search in the correct place.
[CUSTOMER][NEUTRAL] Let me look at the card, 1 2nd.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I, I don't know what it's a social, but I thought it was a policy. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is this member's name?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And this is for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] I know I keep getting HR calls.
[AGENT][NEUTRAL] What is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is she the policy holder?
[CUSTOMER][NEUTRAL] Uh, no, her husband [PII].
[AGENT][NEUTRAL] Spell the last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name, her first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm trying to find a policy for.
[AGENT][NEUTRAL] She said that she had a policy here with American Public Life.
[CUSTOMER][NEUTRAL] Yes, they paid for her December data service. I'm just trying to verify eligibility for August.
[AGENT][NEUTRAL] For medical,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not showing her in the system for medical.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Does she have her own policy?
[CUSTOMER][NEUTRAL] No, it's under her husband. Her husband's job.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I'm seeing [PII], but.
[AGENT][NEUTRAL] What's [PII]'s date of birth to make sure I'm under the correct policy.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Do you have that information?
[CUSTOMER][NEUTRAL] Uh, yes, [PII] 1175.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I'm under the correct policy, but.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] They paid for her December.
[AGENT][NEUTRAL] That's the thing you said they paid for her in December, but I'm not even showing a policy for her listed on the policy. Do you have a claim number when I pay for her in December?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Blessed with web CPA.
[CUSTOMER][NEUTRAL] Yeah, it's web CPA.
[AGENT][NEUTRAL] OK, so let me give you the, let me give you their number because we're not with TPA.
[CUSTOMER][NEUTRAL] That's who
[CUSTOMER][NEUTRAL] Right, but the, the, the things that call you guys for eligibility. So I need to call with TPA.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, let me give you their number because when I try to transfer a caller it always hangs up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready for it.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 866.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9458 that's [PII] and let me give you her policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 776-400. It's 776-400.
[AGENT][NEUTRAL] And I just forgot your name, searching for [PII]. [PII]. Thank you, [PII]. But I do apologize that I wasn't able to pull up anything, but she's not listed on his dental policy or anything. Maybe she's listed on web TPA, but he might need to call in to verify because he has a family plan, but she's not listed on the policy. It's him and his, the children, but unless [PII] go by a different name, yeah, that's why, that's odd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] That's OK, it's [PII].
[CUSTOMER][POSITIVE] Yeah. You're welcome.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But not the wife.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, cause she's like I've been covered. I've been on the policy for
[AGENT][NEUTRAL] Yeah, he had the policy for a long time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll call Web TPA because that is who um we're receiving the payment from and process it, so I'll call them and see. Thank you so much because even when I went on web CPA on the website, it's showing that she's not active.
[AGENT][NEUTRAL] Mhm. It's not even listed on the policy.
[CUSTOMER][NEUTRAL] So that's what's so weird, so.
[AGENT][NEUTRAL] He her husband probably needs to call, reach out to verify that she should be listed on the policy because it's a family policy and if it was a just a a parent and children, it would have said single parent, but it says family policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm on uh.
[CUSTOMER][NEUTRAL] The web now trying to see if the spouse, cause if I verify on here and it's showing.
[CUSTOMER][NEUTRAL] The South act if there is an issue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's even saying invalid subscriber. OK, I will call them.
[AGENT][POSITIVE] Alright, well, I thank you for calling ATM and you have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you so much, honey.
[CUSTOMER][POSITIVE] You too, hon, thank you.
[AGENT][POSITIVE] Thanks bye.
[CUSTOMER][NEUTRAL] Bye bye.