AccountId: 011433970860
ContactId: afbf538a-f19f-4a9f-bf4a-7b4a0b7b0649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245089 ms
Total Talk Time (AGENT): 107398 ms
Total Talk Time (CUSTOMER): 87049 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/afbf538a-f19f-4a9f-bf4a-7b4a0b7b0649_20250224T13:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Jacksonville Orthopedic Institute, um, the specialist doctor's office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A patient has made a last-minute appointment for today and um has American Public Life Insurance as her secondary medical insurance and I was just calling to verify those benefits. I'm not sure if I selected the right number.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with those benefits. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 1309.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Was there another number after the 9?
[AGENT][NEUTRAL] Prior to the ML 7 or 8.
[AGENT][NEUTRAL] Are you, do you have a copy of the card? OK, it looks like it's lacking one number, and I can do a name search. What is the patient's last name?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right, she does have an active coverage.
[AGENT][POSITIVE] And I'll be happy to provide you with the active coverage policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. It is 181.
[AGENT][NEUTRAL] 3097.
[AGENT][NEUTRAL] I'm sorry, I gave you the wrong one, bear with me.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 1,813,090.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's, that's the number that was missing was the.
[AGENT][NEUTRAL] 0 after the [PII], yeah. And this, and that can help you with your eligibility and benefits. This is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what, what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Um, orthopedic doctor's office visit.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Now, she does not have benefits for the office visit. She does have benefits for any procedures or treatments performed in the office.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Such as diagnostic testing or any um any treatment or procedures, but no benefits for the office visit copay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, all right, yeah, she had suspected that, um, it was mainly, um,
[CUSTOMER][POSITIVE] Outpatient type of testing and things like that. So, um, yeah, I, I was just calling for her to see if there was anything that would be covered at the office as of today. But thank you. I appreciate that information.
[AGENT][POSITIVE] Well [PII], it's been a pleasure to assist you with eligibility and benefits for [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that'll be all.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.