AccountId: 011433970860
ContactId: a560a919-de7b-4c31-a95e-e6477e61c784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226050 ms
Total Talk Time (AGENT): 69222 ms
Total Talk Time (CUSTOMER): 120816 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/a560a919-de7b-4c31-a95e-e6477e61c784_20250623T15:03_UTC.wav
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[CUSTOMER][NEUTRAL] Just a minute. Listen, your birthday a day before mine. You all right.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. How you doing? What's the last name?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] But. Everything's still the same? OK, good morning.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Good morning. OK, thank you. I'm good. Hey, I'm calling to try to verify some insurance.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] And the uh phone number to call back is [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] She is 016774.
[CUSTOMER][NEUTRAL] 58 M as in Mary, L as in lion, number 7.
[AGENT][NEUTRAL] OK, and maybe you have the uh
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Patient name and date of birth. OK.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] I show this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, what does this fall under, um, as far as like, um, Cigna, Blue Cross, um.
[CUSTOMER][NEUTRAL] I'm trying to add it in. It's called American Public Life.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes, this is like a secondary gap policy, so it's not associated with the PPO network.
[CUSTOMER][NEUTRAL] OK, can you, can you fax that information to me so I can add it to her to the account so she won't be billed.
[AGENT][NEUTRAL] Um, what do you, what do you need me to fax you?
[CUSTOMER][NEUTRAL] The um the verification.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can add it to the um chart.
[AGENT][NEUTRAL] Um, I, well, we don't fax, you need, so, OK, I we typically don't fax any verification, we just give it by phone, but, um, OK, you have a copy of her card?
[CUSTOMER][NEUTRAL] Do you need
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, we don't. She gave me the information. She said that you hadn't sent her a card.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So I don't know how she
[AGENT][NEUTRAL] OK, and what's your facts?
[CUSTOMER][NEUTRAL] Do you have, do you have, OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And would it be a problem to send the card as well?
[AGENT][NEUTRAL] Yeah, I mean, I could
[CUSTOMER][NEUTRAL] A copy of the card?
[AGENT][NEUTRAL] I can send a copy of the card. I don't, I mean, we don't, like I said, we don't typically fax verification, so, um, that was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, that, that's what I can fax as a copy of her card, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much. You said it effective uh uh [PII]?
[AGENT][POSITIVE] Yes, that's correct. Do you need benefits?
[CUSTOMER][NEUTRAL] OK, it's a secondary.
[CUSTOMER][NEUTRAL] Um, no, ma'am, but it is listed as a secondary.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, this is not like major medical though, it only covers specific things as a secondary, so.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much.
[AGENT][POSITIVE] OK. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.