AccountId: 011433970860
ContactId: ae04581a-9937-4e82-a53c-be0061f1fcd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323010 ms
Total Talk Time (AGENT): 138444 ms
Total Talk Time (CUSTOMER): 131643 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ae04581a-9937-4e82-a53c-be0061f1fcd0_20250227T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well how are you doing today?
[CUSTOMER][NEGATIVE] I'd be better if I wasn't calling you, so.
[CUSTOMER][NEUTRAL] I'm calling on beh calling on behalf of my girlfriend who we're currently sitting in a hospital.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And um she has gap insurance and I just found out about it, so I'm, I'm trying to find the policy number and everything for her so I can tell the hospital about the gap plan cause I got a primary plan. I didn't know about the gap plan.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Um.
[CUSTOMER][NEUTRAL] So can you help me out somehow?
[AGENT][NEUTRAL] Yes, can you give me her uh or if if she's there and can give me her name and her social security number and I can look up the policy number.
[CUSTOMER][NEUTRAL] OK, fair, um.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] What's your social security number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the name is [PII], and [PII] is the last name.
[AGENT][NEUTRAL] OK, alright, let me see if I can find her real quick.
[CUSTOMER][NEUTRAL] I have the type of policy, but I don't have the policy number.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I'll get it for you. Just a sec, we're gonna look her up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you um put Ms. [PII] where I can hear, I'll just need for her to verify her policy so that I can give that policy number.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm gonna put you on speaker this at work.
[CUSTOMER][NEUTRAL] Give me 1
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Can you? Hello?
[AGENT][NEUTRAL] Yes I can hear you guys. Hi Miss [PII].
[AGENT][NEUTRAL] This is [PII]. Uh, I'm with APL. Hey, how are you? I hear you're in the hospital. I hope you get to feeling better.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, me too.
[AGENT][NEUTRAL] Bless your heart. Um, I am going to have you verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, a phone number and email address that we have on the policy for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, phone number [PII] and email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I've got the policy verified now, Ms. [PII]. I appreciate you doing that for me. Let me give you the information that you're gonna need to give to the hospital so that they know you have this uh secondary gap insurance.
[AGENT][NEUTRAL] The policy number is 255.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2915.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 2552915 uh huh.
[AGENT][NEUTRAL] They're also gonna need the group um number which is 151.
[AGENT][NEUTRAL] 85.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, they're going to need the payer ID.
[CUSTOMER][NEUTRAL] 1515.
[CUSTOMER][NEUTRAL] The group number is 15185.
[AGENT][NEUTRAL] 15185.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Say it again, 151.
[AGENT][NEUTRAL] 85.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group I'm sorry, the payer ID number is what they're gonna need is 60801.
[CUSTOMER][NEUTRAL] And the next
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify the benefits it's not a guarantee of payment they're gonna need the inpatient benefit amount for the calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which is $3000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that helps with deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So alright cool so 2552915 group number 15185 and then the payer ID is 6080.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you very much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. You guys have a great day and thank you for calling APL. I'm glad I was able to help you.
[CUSTOMER][NEUTRAL] That's about the.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][POSITIVE] All right, bye-bye. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] I will thank you.
[CUSTOMER][NEUTRAL] Bye.