AccountId: 011433970860
ContactId: 99adc32f-4642-4a48-b95d-262fb8818f5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255820 ms
Total Talk Time (AGENT): 77411 ms
Total Talk Time (CUSTOMER): 76241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/99adc32f-4642-4a48-b95d-262fb8818f5d_20250327T15:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling regarding a patient eligibility.
[AGENT][NEUTRAL] OK, how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] You want the callback number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02606022.
[AGENT][NEUTRAL] Hold on one moment, please.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] The date of birth was [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Were you needing benefits or claim status?
[CUSTOMER][NEUTRAL] I just want to know if the patient was active or not.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK. The patient was active in American Public Life Insurance Company?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh we submitting a claim through electronically, we have to use the address [PII] [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] What is the payer ID?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on, hold on. 60.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] Is there any group number?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 70019.
[CUSTOMER][NEUTRAL] Group name.
[AGENT][NEUTRAL] BG
[AGENT][NEUTRAL] Staffing.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The initials BG.
[AGENT][NEUTRAL] Staffing.
[AGENT][NEUTRAL] Incorporated.
[CUSTOMER][NEUTRAL] It is D for Delta, J for Jack, Staffing Incorporated.
[AGENT][NEUTRAL] B as in boy.
[AGENT][NEUTRAL] G as in girl.
[AGENT][NEUTRAL] Staffing Incorporated.
[CUSTOMER][NEUTRAL] Incorporate, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What is and the member that I just told you that is the right one to just submitting a claim [PII] right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can you send me the eligibility and benefits information through fax?
[AGENT][NEUTRAL] Yes, I can fax it to you. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax it to you.
[CUSTOMER][NEUTRAL] Ah, you, you, it will take time.
[AGENT][NEUTRAL] It will take a few minutes. When I get off the phone, I can fax it to you.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] OK, and OK, OK, thanks then. What's the call number number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Kindly send me the availability and benefits information through fax as soon as possible, OK, thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[AGENT][NEUTRAL] Mhm.