AccountId: 011433970860
ContactId: b5fa9af0-2743-4a7b-9be7-388aeb61ad7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222550 ms
Total Talk Time (AGENT): 66262 ms
Total Talk Time (CUSTOMER): 76412 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/b5fa9af0-2743-4a7b-9be7-388aeb61ad7d_20250211T17:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Can't hear you.
[CUSTOMER][NEUTRAL] Hi, I'm trying to, I'm calling with Ashner Health. I'm trying to verify, um, benefits for a member.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um, it's just a call center you wouldn't get back to me.
[AGENT][NEUTRAL] OK, OK, um, one moment.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01912984.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, her name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII]. What did I say?
[AGENT][NEUTRAL] OK, thank you. [PII], but it's fine.
[AGENT][NEUTRAL] All right, thank you. And let's see, so you need benefits and what type of services being render Miss Perfect?
[CUSTOMER][NEUTRAL] Um, she's just wanting to update her insurance on file with us, and she said that she has you all for secondary insurance, but we're showing effective dates that started in [PII] and ended in [PII], and that didn't seem right, so we're wanting to update that.
[AGENT][NEUTRAL] Got you. So it's more like eligibility information. OK, so yes, the effective date is [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I have a trainer on the line with me. You can't hear her, but I can, but I can hear her and she can hear us. She wants me to ask what we're supposed to label this insurance under, um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] APL does not come up in our system.
[AGENT][NEUTRAL] This is a secondary supplemental plan.
[AGENT][NEUTRAL] To the major medical.
[CUSTOMER][NEUTRAL] Is it listed under as American National Insurance or?
[AGENT][NEUTRAL] No. Either APL or American Public Life.
[CUSTOMER][NEUTRAL] Public.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I think that was everything we got that updated thank you so much for your time.
[AGENT][POSITIVE] You're welcome is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too.