AccountId: 011433970860
ContactId: c245b1f0-25b4-4854-94cd-e4cab77da665
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213059 ms
Total Talk Time (AGENT): 67418 ms
Total Talk Time (CUSTOMER): 95156 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/c245b1f0-25b4-4854-94cd-e4cab77da665_20250313T21:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII], and I'm calling from the doctor's office to check on a patient's eligibility. Please be informed this call is recorded and monitored for quality and training purposes.
[AGENT][POSITIVE] I'll be happy to assist with eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] So my call back is [PII] and [PII] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 026
[CUSTOMER][NEUTRAL] 03918.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], excuse me, [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, for
[CUSTOMER][NEUTRAL] No, I'm not calling for benefits, just eligibility.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is there any future termination date for this policy?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, and do you know the group name or group number for this patient's policy?
[AGENT][NEUTRAL] The group number is 23137 and the group name is Tropic Ocean Airways.
[CUSTOMER][NEUTRAL] Mhm mhm
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] O and please.
[CUSTOMER][NEUTRAL] And may I have the plan type?
[AGENT][NEUTRAL] This is a gap policy.
[CUSTOMER][NEUTRAL] If it's a secondary ga plan policy like that?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And may I know the insurance name, is that American Life Insurance or
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Like, do you go by any other standard name like Transamerica or?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] American public life and is there any third party administrator?
[CUSTOMER][NEUTRAL] Or network for this policy with any pricing network.
[AGENT][NEUTRAL] um, you'll have to um call the primary. We don't have a network, we follow the guidelines as the primary.
[CUSTOMER][NEUTRAL] OK, thank you. And your place mailing address, please.
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] do you have an electronic ID or payer ID for bills?
[AGENT][NEUTRAL] 60801
[CUSTOMER][POSITIVE] Thank you and a timely filing please.
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] Oh, no time.
[CUSTOMER][NEUTRAL] Alright, let me, can I use your name as a call reference number, or do you have one for me?
[AGENT][NEUTRAL] No, it's just my name and today's date and time.
[CUSTOMER][POSITIVE] Thank you so much for assisting me.