AccountId: 011433970860
ContactId: 842bb46e-7c8b-4800-ab5a-7917c41aa65f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169910 ms
Total Talk Time (AGENT): 75661 ms
Total Talk Time (CUSTOMER): 57337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/842bb46e-7c8b-4800-ab5a-7917c41aa65f_20250204T21:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling with uh with orthopedic Medical Group of Tampa Bay, and I just wanted to confirm that this patient's secondary insurance is active. My name's [PII].
[AGENT][NEUTRAL] OK, I can help you out with that area code. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] We have 60801.
[AGENT][NEUTRAL] Mm, OK, that would not be.
[AGENT][NEUTRAL] The policy number, do you have a copy of the card?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, and you said 60801?
[CUSTOMER][NEUTRAL] 01, yes.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] That's the group number.
[AGENT][NEUTRAL] 60801.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] You just see Missusy? How did you verify her secondary [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] OK, let me try to pull her by name. Do you have a social for her?
[CUSTOMER][NEUTRAL] She talks tomorrow
[CUSTOMER][NEGATIVE] No, no social.
[AGENT][NEUTRAL] OK, what is the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her first name.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Her first name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's on there. I'll get out of it.
[AGENT][NEUTRAL] And what is her uh date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy. Uh, I do you are calling for eligibility today?
[CUSTOMER][NEUTRAL] Yeah, I'm just confirming eligibility.
[AGENT][NEUTRAL] OK, the policy has been effective since [PII]. It's still active, and let me provide you with her policy number for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the policy number is 247.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9243.
[CUSTOMER][NEUTRAL] OK, um, are you able to check if they're in network with our doctors?
[AGENT][NEUTRAL] So this is a supplemental gap policy. It is secondary to our major medical. We follow the, the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well if it's showing it's active then she's all good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you, too.
[CUSTOMER][NEUTRAL] OK bye bye.