AccountId: 011433970860
ContactId: 9df41b16-381a-40bc-893c-60729d4b9d95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181610 ms
Total Talk Time (AGENT): 72080 ms
Total Talk Time (CUSTOMER): 89779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/9df41b16-381a-40bc-893c-60729d4b9d95_20250613T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for Capiel. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Wellstar Medical Group. I hope this finds you well. I'm just calling to try to find out whether or not one of our patients had coverage. I see APL is paying on a couple claims, but for some reason this claim didn't get sent to y'all. I'm trying to even figure out what insurance what, what does APL stand for? Is this a healthcare benefit plan or what exactly is this?
[AGENT][NEUTRAL] American Public Life, um, it's several different types of insurances, but we do offer um health insurance as well, but I can um help you with the eligibility for data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, perfect. OK, so I'll, I have, I have the insurance number. Go ahead.
[AGENT][NEUTRAL] Alright, and can, may I
[AGENT][NEUTRAL] May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. My name is [PII], for the last name initial.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 2, well, the insured ID is 2549961.
[AGENT][NEUTRAL] Thank you, hold on.
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Sure. Welcome.
[AGENT][NEUTRAL] And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is verification of benefits, not a guarantee of payment. May I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Sure, um, it hasn't even been sent to y'all yet, so hold on, so I see other dates that have been sent, so.
[AGENT][NEUTRAL] Oh, so you just want to know the eligibility, like the dates.
[CUSTOMER][NEUTRAL] It correct. I, I need to cover, right, correct, but the date of service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so the policy was active from [PII]?
[AGENT][NEUTRAL] To [PII], so it was active on the data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um we have a full year to file the claim so I can get it filed today?
[AGENT][NEUTRAL] Oh, there's no timely filing. You can file the claim at any time as long as the policy was active on the data service.
[CUSTOMER][NEUTRAL] OK perfect um and what is a reference number for our call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Uh, you're welcome. Bye bye.