AccountId: 011433970860
ContactId: 9bbb45a8-dbca-4302-90a0-b3fede72c3b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139050 ms
Total Talk Time (AGENT): 27310 ms
Total Talk Time (CUSTOMER): 112968 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/9bbb45a8-dbca-4302-90a0-b3fede72c3b2_20250226T13:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from Greensburg Family Medicine. I am having extreme difficulty.
[CUSTOMER][NEUTRAL] With uh an insurance that uh it's a health care health insurance that's listed under this uh American Financial Life Insurance Company. I have called the numbers on the card. I cannot verify I I finally verified that it was an active plan that I was able to do um because on the website itself I tried that IPT.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] IBA PTA and I could verify that it was active. That was fine. I have a test order that I cannot speak to anyone to find out if it is it needs a prior authorization or not, uh, and they give you this message that says, um, if you're a provider, this is all the information you need well it's not.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Because it's an MRI of the brain and it's not exactly something that I don't want the patient to end up getting a bill because it's not a covered expense.
[AGENT][NEUTRAL] Right. Now, what's the name of the insurance company you're trying to reach?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I'm, I'm going back to the card. Hold on one second. You're the first person I've actually gotten to speak with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so on the card, the front of the card says American Financial Security Life Insurance Company to the right it says First Health Network.
[AGENT][NEGATIVE] Hold on, hold on, hold on. American Financial Security, because this is the wrong place. I'm just trying to see where you're trying to get to. This is American Public Life.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh well when I looked it up it came up with it.
[CUSTOMER][NEUTRAL] The phone number linked is.
[CUSTOMER][POSITIVE] Oh, got you. OK, there's another 800 number above yours. Let me call that one. I'm sorry though. I appreciate you actually answer your phone. It was wonderful. I, you're the first person I got to talk to, so I'm happy about it. I've been doing this for over a week.
[AGENT][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, I'm glad I was able to speak with you too. I wish I could help you more.
[CUSTOMER][POSITIVE] All right. That's OK. You have a good day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Uh alright bye bye.