AccountId: 011433970860
ContactId: 8df13bc9-f373-4573-a3ff-a620c79b463f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165259 ms
Total Talk Time (AGENT): 77472 ms
Total Talk Time (CUSTOMER): 75625 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/8df13bc9-f373-4573-a3ff-a620c79b463f_20250227T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling CPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling from Lake Monticello Family Practice. I'm calling to check a members um benefit eligibility.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII], what is the phone number here? There's a phone number [PII].
[AGENT][NEUTRAL] OK, thank you for that. And then uh do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy, well, the
[CUSTOMER][NEUTRAL] Hold on one second, I have the medical ID number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII] [PII], [PII].
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers that is through, uh, they're called 90 Degrees, um, if you have their social, right, um.
[CUSTOMER][NEUTRAL] Well, the card says, the card says APL.
[AGENT][NEUTRAL] Right, and they might have a policy with us. Uh, that policy number is associated with 90 degrees, though I don't have a way to search using that. Uh, do you happen to have their social? I could search that way.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The the social is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] Yes, the date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that and this was for uh medical correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I did find this policy. It is active, uh, effective date was [PII], and, uh, whenever you're ready I can give you that policy number that they've got with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so when I'm pulling it up, I see 90 degree benefits, um, American Public Life Insurance Company, AMI of LA employer group plan, um, I have that. I just want to verify that it is active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Sure it is active um it is a bit confusing as this is a multi plan um but if you needed their individual APL policy number I can give that to you.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh, no, I don't need it. I just need to ensure that it's active.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It is active, yes ma'am. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.