AccountId: 011433970860
ContactId: b636101a-2e2d-477b-807b-aec07d862f01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169940 ms
Total Talk Time (AGENT): 77389 ms
Total Talk Time (CUSTOMER): 88130 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/b636101a-2e2d-477b-807b-aec07d862f01_20250205T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing [PII]? I'm calling from a provider's office. I'm just trying to verify eligibility for a member. Did you say that, uh, insurance was ATL as in Tom T?
[AGENT][NEUTRAL] Uh, APL, P as in Paul.
[CUSTOMER][NEUTRAL] OK, alright, APL right, they just, they just have it listed as commercial, so APL is the name of the insurance.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Oh, sure. Yes, it's American Public Life, um, and I can absolutely check eligibility for you. What was your name?
[CUSTOMER][POSITIVE] Got you, got you.
[CUSTOMER][NEUTRAL] Um, that's [PII] spelled [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[CUSTOMER][NEUTRAL] 384 7.
[AGENT][NEUTRAL] OK, thank you and then did you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is.
[CUSTOMER][NEUTRAL] 02475820
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Alrighty, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Perfect, perfect, and I wanna confirm uh the policy holder is her spouse, Mr. [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] And the claim's mailing address is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's correct, yes. I've also got a fax number and a pair ID if you'd like.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I think I got the fax number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] You can give me that payer ID number though.
[AGENT][NEUTRAL] Sure, that is 60801.
[CUSTOMER][NEUTRAL] 801 and uh we're gonna go ahead and mail the claim to uh.
[CUSTOMER][NEUTRAL] That address I just provided uh with the copy of the the copy of the explanation of benefits from the primary.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Absolutely perfect.
[CUSTOMER][POSITIVE] Yes, yes, yes, and if I can get your first name and uh initial one more time please.
[AGENT][NEUTRAL] Sure, it's uh my first name is [PII] [PII] And was there anything else I could help you with on?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, just the call reference number, Ms. [PII], that's it.
[AGENT][NEUTRAL] Sure, the reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Got you perfect perfect thank you so much for your information.
[AGENT][POSITIVE] Of course, yeah, thanks for calling AP. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.