AccountId: 011433970860
ContactId: b9a841e6-d516-49d8-8a7b-9c05a3254f24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328510 ms
Total Talk Time (AGENT): 141212 ms
Total Talk Time (CUSTOMER): 115201 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/b9a841e6-d516-49d8-8a7b-9c05a3254f24_20250320T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII]. I'm calling from Banner Gateway Medical Center, and I'm calling to verify eligibility for a patient and to see if you've received a claim for, from our facility.
[AGENT][POSITIVE] OK, Ms. [PII], I can help you both.
[AGENT][NEUTRAL] With the eligibility and the claim, um, can I please get your back number just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you ma'am and then um on the first one, let's get the patient's name, date of birth and policy number for the eligibility.
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[CUSTOMER][NEUTRAL] And I've got um an ID number of 244-8678 and then also there's another one that starts with a D.
[AGENT][NEUTRAL] OK, let me look up the 2441 for you first because that sounds like our policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I do show that [PII] does have a lapsed policy. It's no longer active. The policy um terminated on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, the data service was [PII] um.
[AGENT][NEUTRAL] If he has anything active.
[CUSTOMER][NEGATIVE] Uh, [PII], so their policy was no good, OK.
[CUSTOMER][NEUTRAL] Policy term.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] on [PII].
[CUSTOMER][NEUTRAL] OK, um, even with the the number 2, do you think, or?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, because they go together um with uh IMA 90 degree benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, this is 90 degree benefits.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so the patient wasn't active on the data service.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] What was the data service again? What was the data service again, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And that's did you want me to look and see if there was actually a claim submitted for that data service too while we're at it?
[CUSTOMER][NEUTRAL] Yeah, you can, yeah, but the patient termed in [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I can still check to see if anything was sent in and what the remarks are for you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] What was the charge amount for that data service, do you know?
[CUSTOMER][NEUTRAL] What was what?
[AGENT][NEUTRAL] The charge amount for that data service?
[CUSTOMER][NEUTRAL] 0 $5,802.30.
[AGENT][POSITIVE] OK, I think I have it right here.
[CUSTOMER][NEUTRAL] So are you guys called American Public Life?
[CUSTOMER][NEUTRAL] Or is that your old name?
[AGENT][NEUTRAL] Yes ma'am. American Public Life, American Public Life, um, we usually use APL just because it's shorter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, I've got the claim pulled up here and I have a feeling it's gonna give us the remark. I think it's gonna give us the remark that the service was after.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Term date but let me look and see what it says.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It was, it was denied because the policy wasn't active.
[CUSTOMER][NEUTRAL] OK and when did you guys receive the claim?
[AGENT][NEUTRAL] We got it on.
[AGENT][NEUTRAL] [PII] and processed on [PII].
[AGENT][NEUTRAL] And I can give you the claim number too if you'd like.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] It's 355-5062.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, OK, alright, and do you give reference numbers for your calls?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, OK, alrighty, thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, that'll be fine. Thank you.
[AGENT][POSITIVE] You're welcome bye bye ma'am. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right, bye bye. You too. All right, bye bye.
[AGENT][NEUTRAL] Bye-bye.