AccountId: 011433970860
ContactId: afebedde-1aae-471a-8730-aa706a00b8d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350850 ms
Total Talk Time (AGENT): 119788 ms
Total Talk Time (CUSTOMER): 110444 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/afebedde-1aae-471a-8730-aa706a00b8d6_20250217T15:11_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, I ask about my coverage because I'm looking to go see an allergist and um I just wanted to see if that was covered under my plan.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] It's [PII] and I'm looking up the policy number right now.
[CUSTOMER][NEGATIVE] My uh computer decided to shut off.
[AGENT][NEUTRAL] I can do a name search.
[CUSTOMER][NEUTRAL] OK, it's, yeah, my name [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And is this for medical?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] There are several. One moment.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Can you verify your mailing address for me?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] And I'm looking at a disability and a dental plan.
[CUSTOMER][NEUTRAL] Yeah, I should have medical coverage though too, shouldn't I?
[CUSTOMER][NEUTRAL] Um, what part of the VIP plan under my
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Employer
[AGENT][NEUTRAL] And they all should come up once I find one, but I'm seeing.
[AGENT][NEUTRAL] The dental
[AGENT][NEUTRAL] Looks like it's effective [PII], and then there's a disability effect of [PII].
[AGENT][NEUTRAL] But I'm not showing a medical.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Is it the
[CUSTOMER][NEUTRAL] 90 degree benefits, is that the medical claim provider?
[AGENT][NEUTRAL] So that would be benefits in the car. They are the administrator to the plan?
[AGENT][NEUTRAL] Is this some
[CUSTOMER][NEUTRAL] OK, cause I have the pay.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] For that because I found the I have the payer ID for that if that's.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And what is that payer ID?
[CUSTOMER][NEUTRAL] It's 645-56.
[AGENT][NEUTRAL] OK. So it sounds like you have a hospital indemnity plan and it's not actually in our system as of right now.
[AGENT][NEUTRAL] So I can give you the number and you can contact them.
[AGENT][NEUTRAL] And see if they have it on their side. Maybe it just has not pulled over into our system, because I do show your dental and your disability plan.
[CUSTOMER][NEUTRAL] OK, and then, well, I also have.
[CUSTOMER][NEUTRAL] There's the
[CUSTOMER][NEUTRAL] Multi-plan.
[CUSTOMER][NEUTRAL] I'm just looking at the card now and it's um.
[AGENT][NEUTRAL] On your
[CUSTOMER][NEUTRAL] Yeah, it's the multiplan.
[AGENT][NEUTRAL] That would be your providers.
[CUSTOMER][NEUTRAL] Yeah, for the medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have an inpatient or outpatient number on that card?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, you pet person.
[CUSTOMER][NEGATIVE] That does not look like it.
[AGENT][NEUTRAL] OK, yes, it sounds like you may have a hospital indemnity plan. And the number that's on that card, is that the number you dialed?
[CUSTOMER][POSITIVE] Yeah, I dialed the number from the card. I can multi number too though.
[AGENT][NEUTRAL] OK. I'm gonna get.
[CUSTOMER][NEUTRAL] And maybe they can tell me.
[AGENT][NEUTRAL] Is that
[CUSTOMER][POSITIVE] Cause that's who the medical better as it is.
[AGENT][NEUTRAL] And is that
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, and that should be who has the medical plan. And when they process it, it should come over into our system, but as of right now, it's not in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you. I will call them then.
[AGENT][NEUTRAL] But then you
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][POSITIVE] Thank you bye bye.