AccountId: 011433970860
ContactId: c6c2838d-c19c-44b8-8ad4-6c485a081637
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554380 ms
Total Talk Time (AGENT): 100688 ms
Total Talk Time (CUSTOMER): 184426 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c6c2838d-c19c-44b8-8ad4-6c485a081637_20250606T19:41_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from Be Health. How are you today?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you?
[CUSTOMER][NEUTRAL] I'm OK, thank you. OK, patience, uh, eligibility and benefits?
[AGENT][POSITIVE] Can I have a callback number for you and the spelling of your name and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII]. My name is [PII]
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] 02616838 ML 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you [PII]. You're calling to verify eligibility. Rogers policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Yes, and he has outpatient uh benefits.
[AGENT][NEUTRAL] Yes, so you would like to verify benefits as well. So his outpatient benefits is $1000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so let me see now, and then the group name is gonna be Kendall Imports LLC?
[AGENT][NEUTRAL] That is correct with a group number of 25668.
[CUSTOMER][NEUTRAL] 256-68. OK, one second, and is he the subscriber?
[AGENT][NEUTRAL] He has not utilized any of his benefits for [PII] and yes he is the subscriber.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK perfect thank you. Alright, hold on one second, 25.
[CUSTOMER][NEUTRAL] OK, and this is supplement medical policy. I, I think, I think the next one is gonna be American, maybe the next account I have is American Public Life. I just want to double check, um, before we hang up, hang up the phone.
[AGENT][NEUTRAL] Can you repeat yourself?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I think I have another account that's American Poppa Life, but I want, I just wanna double check after I finish this one with you if you don't mind, [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you so much. I'll put your name in today's date.
[CUSTOMER][NEUTRAL] OK. Oh, that's the reference number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK, let me make a note.
[CUSTOMER][NEUTRAL] Is there a supplement policy? OK, one second.
[CUSTOMER][NEUTRAL] and verified patient medical.
[CUSTOMER][NEUTRAL] Yep policy.
[CUSTOMER][POSITIVE] OK, perfect. I just let me to go ahead and double check.
[CUSTOMER][POSITIVE] Alright, done. Just making sure I got everything correct. OK, perfect, thank you. Let me go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] We we are.
[CUSTOMER][NEUTRAL] OK, let me see if the other one [PII] is gonna be American public. I, I have a feeling it might be, but I just wanted to double check.
[CUSTOMER][NEUTRAL] Alright, his name was [PII].
[AGENT][NEUTRAL] [PII], may I place you on a brief hold? I need to walk away and blow my nose while you're looking at up your information. Thank you. I'll be right back.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding, [PII]. I apologize. My sinuses are bothering me.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh no, it's OK. Do you want me to call in and call someone else?
[AGENT][NEGATIVE] No, what's the policy number? I just need to blow my nose. I just didn't want you to hear me blowing it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, it's you're OK. I hope you're feeling OK. I think it's entered in wrong. They put 60801. I think that's the group number. Can I get, can I go ahead and give you, yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] That's the pay ID.
[CUSTOMER][NEUTRAL] Oh, that's not right. Can I go ahead and give you his name and date of birth?
[AGENT][NEUTRAL] Do you have a social, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You can give me his last name and his first name. I have to find him first before you can provide me with the birthday.
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[AGENT][NEUTRAL] What city and state does he live in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He lives in, it is my [PII].
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So let me give you the correct policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's 184-585-7.
[AGENT][NEUTRAL] It's 1845.
[CUSTOMER][NEUTRAL] 1845.
[AGENT][NEUTRAL] 857.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, and is this group name gonna be Educational Federal Credit Union?
[AGENT][NEUTRAL] Yes, that is correct with the group number of 23993.
[CUSTOMER][NEUTRAL] OK, and 23 and then get he's covered for outpatient benefits?
[CUSTOMER][NEUTRAL] I should have asked that first.
[AGENT][NEUTRAL] It has outpatient benefits of $1000 per calendar year, and this is not a guaranteed benefits just a disclaimer of the policy's coverage and the policy has been active since [PII], [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Perfect. And is there's meddling policy?
[AGENT][NEUTRAL] Yes, this is the gap insurance policy.
[CUSTOMER][NEUTRAL] OK, hold on 11 2nd. Hello, 1 2nd, 1 2nd.
[CUSTOMER][NEUTRAL] No, I couldn't find the.
[CUSTOMER][NEUTRAL] OK, no, he don't, I don't, I don't think he spoke the language.