AccountId: 011433970860
ContactId: a041e97e-d840-429e-96fc-5266344c2aee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209929 ms
Total Talk Time (AGENT): 95087 ms
Total Talk Time (CUSTOMER): 76702 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/a041e97e-d840-429e-96fc-5266344c2aee_20250325T20:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from the urgent care. My name is [PII]. I'm calling to verify the effective date eligibility and members benefits for a patient that's being seen today.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility and benefits. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, V. what is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 69,941,295,000
[AGENT][NEUTRAL] Well that is not an APL ID number. Do you have the ID card for APL?
[CUSTOMER][NEUTRAL] Oh, I do have the American Public Life Insurance card, but there is no.
[AGENT][NEUTRAL] At the bottom of the card?
[CUSTOMER][NEUTRAL] There's a policy certification number it's 785108.
[CUSTOMER][NEUTRAL] And then there's a, it doesn't have the member ID on it though.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patience's first name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. That was her uh policy number. It turned on [PII]. Yeah, but she does have an active policy under another policy number. Can I give you her active policy information?
[CUSTOMER][NEUTRAL] It was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please, please.
[AGENT][POSITIVE] OK. Yeah, you got it. I got you.
[AGENT][NEUTRAL] As of [PII], [PII]'s active policy number is 257.
[AGENT][NEUTRAL] 879 4.
[CUSTOMER][NEUTRAL] OK, can you repeat that for me? One more time please.
[AGENT][NEUTRAL] Absolutely. That policy number that is active as of [PII] is 257.
[AGENT][NEUTRAL] 87
[AGENT][NEUTRAL] 94.
[CUSTOMER][NEUTRAL] OK perfect and then what is the PO box number that I am sending the medical claims to?
[AGENT][NEUTRAL] It would be to [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you so much and what was your name with the reference number?
[AGENT][NEUTRAL] Mhm. My name is [PII].
[AGENT][NEUTRAL] And the reference number would be my name and today's date.
[CUSTOMER][POSITIVE] So 3:25, 2025. Thank you so much, [PII]. You have a nice day.
[AGENT][POSITIVE] I hope you have a wonderful day as well. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye bye.