AccountId: 011433970860
ContactId: 7fbf2285-1d10-4db5-a4f8-169b12cda2f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298070 ms
Total Talk Time (AGENT): 85598 ms
Total Talk Time (CUSTOMER): 128570 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/7fbf2285-1d10-4db5-a4f8-169b12cda2f5_20250505T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Offices and her office.
[CUSTOMER][NEUTRAL] Hi [PII], I am checking to see if we are in network with this patient's plan.
[AGENT][NEGATIVE] I can verify benefits, but there is no network.
[CUSTOMER][NEUTRAL] No, um, no, Medicaid is all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Who, uh, I'm trying to see where my claims go to then like what payer ID do they go to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have a policy number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] It's very tiny bear with me just a minute here.
[CUSTOMER][NEUTRAL] To like that there we go.
[CUSTOMER][NEUTRAL] OK, sorry about that. um, see, D as in David 47654258.
[AGENT][NEUTRAL] I do apologize, that is not our policy number. I can do a name search.
[CUSTOMER][NEUTRAL] Um, OK, so it is [PII].
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's [PII]?
[CUSTOMER][NEUTRAL] SAY.
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Right, I know
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And may I have your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Thank you, one moment, I'll get this pulled up.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] They are
[AGENT][NEUTRAL] And would she be a dependent on this plan?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mm, I don't know the card just says individual.
[AGENT][NEUTRAL] Do you by chance have her so?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Uh let's see 279.
[AGENT][NEUTRAL] Our group number?
[CUSTOMER][NEUTRAL] No, her social is [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Understand why [PII] denied that up.
[CUSTOMER][NEUTRAL] So here's what happens I I it then.
[AGENT][NEGATIVE] That didn't pull up either.
[CUSTOMER][NEUTRAL] [PII] to [PII] as the secondary Molina pays it.
[AGENT][NEUTRAL] So she could have the policy and it's just not over in our system.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Get
[CUSTOMER][NEUTRAL] Uh, it's OK, so.
[AGENT][NEUTRAL] Let me check one more screen one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I found the dental plan. Let's see if she has another policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK. So her plan policy number will be 02.
[AGENT][NEUTRAL] 609-429
[AGENT][NEUTRAL] And her claims will go to
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I am a
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the payer ID is that still 64556?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now let's see.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I believe that's all I needed then do you have a reference number?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Awesome thanks [PII]. I appreciate it.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.