AccountId: 011433970860
ContactId: b35121e2-e1ef-4fb4-81a1-c486f6bc5f41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224889 ms
Total Talk Time (AGENT): 97070 ms
Total Talk Time (CUSTOMER): 80511 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/b35121e2-e1ef-4fb4-81a1-c486f6bc5f41_20250403T20:00_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling to confirm member is active in your policy.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number is 02502772 letter M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII] is the date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're holding for eligibility. What is the date of birth one more time? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm pulling up a different patient. What is that policy number one more time? I'm sorry.
[CUSTOMER][NEUTRAL] No worries. 02502772 ML 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, that's pulling up a totally different patient.
[AGENT][NEUTRAL] Uh, let me.
[CUSTOMER][NEUTRAL] Hm, let me get the, uh, let me get the card, a copy of the card, just to make sure. Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm seeing the card APL, the new Gillan individual group number effective date plan meddling select.
[CUSTOMER][NEUTRAL] And hospital benefit certificate number?
[AGENT][NEUTRAL] The certificate number, yes.
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] OK, oh, I think it's, I think they wrote it down. That's why, um.
[CUSTOMER][NEUTRAL] It's 02608331 ML8.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII] going, OK, and you cover eligibility, uh, this policy is still active. Uh, let me look here really quick.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me put it on I think.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I do show that her policy with us is still active. She's been effective since [PII].
[AGENT][NEUTRAL] And uh still active. And let me give you her, uh, let me look here, sorry.
[AGENT][NEUTRAL] Looks like there's some changes to her policy, so I want to make sure.
[AGENT][NEUTRAL] OK, yes, her policy uh is still active. Um, is there anything else I can help you with? Would you like benefits or just eligibility today?
[CUSTOMER][NEUTRAL] Um, is this, this is, uh, this is not a major plan. This is a gap insurance, correct?
[AGENT][NEUTRAL] Supplemental gap, that is correct. It pays secondary to her major medical.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Wonderful, and that means that an authorization is required for services correct?
[AGENT][NEUTRAL] It is not her policy does not with us does not require pre-op.
[CUSTOMER][POSITIVE] Wonderful. That's all the information I needed for now. Do you have a call reference number?
[AGENT][NEUTRAL] Yes, [PII], to reference the call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you again have a great day.
[AGENT][POSITIVE] You have a wonderful day yourself. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.