AccountId: 011433970860
ContactId: aa4ce308-67d0-46f6-aae7-7b8780f6f217
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376040 ms
Total Talk Time (AGENT): 96850 ms
Total Talk Time (CUSTOMER): 198111 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/aa4ce308-67d0-46f6-aae7-7b8780f6f217_20250502T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. We're the provider, uh, patient eligibility and benefits, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have the policy number?
[CUSTOMER][NEGATIVE] Hold on one second, everything is loading. I think they did not put it in incorrectly. They put 256-68 and that's not correct.
[AGENT][NEUTRAL] May, no, that's not a valid policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, his name is, can I give you his name?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. [PII]?
[CUSTOMER][NEUTRAL] And his last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And you said your name was [PII], right?
[AGENT][NEUTRAL] Yes, last initial is [PII]
[AGENT][NEUTRAL] And thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So the policy number will be 02.
[AGENT][NEUTRAL] 25
[CUSTOMER][NEUTRAL] Hold on one second. Oh, hold on one second. I have to have a plan because they put it wrong plan code. Hold on, um.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what is it gonna be?
[AGENT][NEUTRAL] 02255781
[AGENT][NEUTRAL] Policies effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, so let me repeat that policy number 02255781?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, he came in for a, a, let's see what he come in for? Hold on, let me.
[CUSTOMER][NEUTRAL] Pull up his thing his name.
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] OK, he came in for a.
[CUSTOMER][NEUTRAL] Yeah, he came for a diagnostic visit. Does he have the diagnostic coverage?
[AGENT][NEUTRAL] Outpatient per calendar year allows $1000.
[CUSTOMER][NEUTRAL] Oh great OK so he does have that coverage?
[AGENT][NEUTRAL] Yes, it will pick up its copays, co-insurance, and our deductibles.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. And any group name?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] Kindle Imports LLC.
[CUSTOMER][NEUTRAL] OK, imports IMP imports I M P O R T S.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I said LLC?
[AGENT][NEUTRAL] LLC
[AGENT][NEUTRAL] BBA.
[AGENT][NEUTRAL] Being Automotive.
[CUSTOMER][NEUTRAL] Bean, oh, Bean, B E A N.
[AGENT][NEUTRAL] B E A N.
[CUSTOMER][NEUTRAL] Automotive
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A U T O M O T I V E.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. His group any group number for him?
[AGENT][NEUTRAL] 256-68.
[CUSTOMER][NEUTRAL] Oh, that's where they put that's where they, oh my goodness, they put that his policy number, can you imagine? Oh my goodness, that's a.
[CUSTOMER][NEUTRAL] You see what I'm saying?
[AGENT][POSITIVE] Thank God it's Friday.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] This happens all the time and we try to because we have like registers that register to these patients, right, and they have to put in their information into the system and then we go and check but could you imagine if you were the patient that's done all wrong his patient, his, his insurance was UMR. They put United HMO.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, that's wrong. He has, you know, it's courage for you, you know what I'm saying?
[AGENT][POSITIVE] Wow.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] And then you're putting they put you know how I used to call you guys went by the address and they put med link Medlink.
[CUSTOMER][NEUTRAL] I'm like oh my god that's for like uh you guys I'm like I gotta call.
[CUSTOMER][NEUTRAL] So meddling, that's you guys.
[CUSTOMER][NEUTRAL] And then they put us the planning meddling. I'm like meddling is that's that's you guys.
[AGENT][NEUTRAL] Yes, we're the secondary.
[CUSTOMER][NEUTRAL] Ah yeah, yeah.
[CUSTOMER][NEUTRAL] And they randomly possess the plan. I'm like no, their plan is American Pub Life.
[CUSTOMER][NEUTRAL] Not not Medlink.
[AGENT][NEUTRAL] Metlink is the plan type. American Public is the name, yeah.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] But could you imagine if someone left the plan name as that link? I mean, it's no, they helped the plan name is American Pub Life. This is insurance.
[CUSTOMER][NEUTRAL] I do with me.
[CUSTOMER][POSITIVE] I got you laughing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But you know I have to tell you people just don't care nowadays, you know, [PII].
[AGENT][POSITIVE] I agree.
[AGENT][POSITIVE] I definitely agree.
[CUSTOMER][NEUTRAL] Is there is it me?
[CUSTOMER][NEGATIVE] You know, it's like, OK, where's everyone's care and it's like this guy, this patient just came yesterday to to to the diagnosis center and could you imagine they're trying to, he's, you're, you're, you're just trying to help this guy you're not doing, you're not helping him out correctly at all.
[AGENT][NEGATIVE] They do not care.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yes me.
[CUSTOMER][POSITIVE] Well thank you so much for everything. I added your name in today's date for the reference number because I have a member.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Well I hope you have a nice weekend.
[AGENT][POSITIVE] You as well, and thank you so much for calling American Public Life. Have a great evening.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye-bye.