AccountId: 011433970860
ContactId: bd4efad5-a0f4-46f9-80ac-db55afd26369
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191660 ms
Total Talk Time (AGENT): 96650 ms
Total Talk Time (CUSTOMER): 66708 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/bd4efad5-a0f4-46f9-80ac-db55afd26369_20250407T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Baptist South South Florida with the registration department. I just need to find out if my patients gap insurance with American Public Life is active currently.
[AGENT][NEUTRAL] OK. Did you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], and you're just needing to get eligibility, not benefits. Is that correct?
[CUSTOMER][POSITIVE] Exactly, exactly.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It's going to be 0246.
[CUSTOMER][NEUTRAL] I'm sorry, 02496519.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I have to say.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show [PII] that she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And with this being a supplement to her primary insurance, if you all file a claim with us, [PII], we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check claim status for her and our public or excuse me, our portal website rather is located at secured.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, was there anything else that I could help you with this morning?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, what did, what did you say your name was, ma'am? [PII].
[AGENT][NEUTRAL] [PII], and my name in today's date will be your call reference number. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I hope you have a great rest of your day.
[AGENT][POSITIVE] Well, thank you so much. I hope.