AccountId: 011433970860
ContactId: 9917dfa5-38bc-41dc-a521-bfcb70357971
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343470 ms
Total Talk Time (AGENT): 108351 ms
Total Talk Time (CUSTOMER): 77944 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/9917dfa5-38bc-41dc-a521-bfcb70357971_20250206T15:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm calling from a doctor's office. We see a patient here every month, um, it's behavioral health mental health outpatient. He has a copay with his insurance and he just gave us this information to see if you guys will cover that co-pay for him.
[AGENT][NEUTRAL] OK, so you're wanting to see if office visits are covered under a member's plan, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, mhm, correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. That's gonna be [PII]
[AGENT][NEUTRAL] Thank you and your callback number please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Um, I have, he gave me, it's very short. He gave me M as in Mary, 3645.
[AGENT][NEUTRAL] No, ma'am. That is not a policy number for our company.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Did he not provide you the ID card, [PII]?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] No, this was over the phone we were just talking about his copay and he just gave me this information. Would you be able to look him up by his date of birth?
[AGENT][NEUTRAL] I can't search my date of birth. Do you have his full social?
[CUSTOMER][NEUTRAL] Let me see if I have any documents here with.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Give me just one second, I'm sorry.
[AGENT][NEUTRAL] Sure. No, you're fine.
[CUSTOMER][NEUTRAL] I can just call him back and get that member ID from him. How many digits or what does it start with so I can guide him?
[AGENT][NEUTRAL] It would depend, it depends on the type of plan he has with us as to what his policy number would look like. I can try and search by the name if it's a very common name. That may be a little more difficult, but I'll be happy to try. What is the last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Mhm. You're welcome.
[AGENT][NEUTRAL] And he said his coverage was with American Public Life Insurance.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What state does he live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So give me just one moment please.
[AGENT][NEUTRAL] What is his date of birth?
[CUSTOMER][NEUTRAL] I have his date of birth as.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK, so I've located a policy for a member matching that date of birth. But he is the subscriber on the supplemental policy, [PII]. Um, the policy number is going to be 248.
[AGENT][NEUTRAL] 9130.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, again, it is active. The supplemental is effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on this policy, office visits are not covered.
[CUSTOMER][NEUTRAL] Not covered. OK. I will tell him that. OK, [PII], do you have a reference number that he could use if you
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am, you will actually, yes, you would actually use my name along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much again.
[AGENT][POSITIVE] OK, well, you're certainly very welcome. So if that is all I can help you with, [PII], then thank you again for calling APL and I hope that you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Ah, thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye.