AccountId: 011433970860
ContactId: cbb6f819-80c7-45c2-ae7c-cf05d371de71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439649 ms
Total Talk Time (AGENT): 137320 ms
Total Talk Time (CUSTOMER): 116380 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/cbb6f819-80c7-45c2-ae7c-cf05d371de71_20250429T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, I'm just calling for eligibility on a patient.
[AGENT][POSITIVE] OK, I can help you with the eligibility today. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII], uh, phone number is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's uh D as in David, 42028688.
[AGENT][NEUTRAL] Do you see policy search or member ID on their card?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I see employee ID number which I just gave you that number.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, then it just has the employee name, the group number 9420.
[AGENT][NEUTRAL] Uh, I'll look them up by their first and last name.
[CUSTOMER][NEUTRAL] OK, the first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is spelled [PII]
[AGENT][NEUTRAL] Sorry, just a minute. My system's thinking.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so it looks like she has multiple policies.
[AGENT][NEUTRAL] Do you know what policy this is for? It looks like she has a dental.
[AGENT][NEUTRAL] A short-term disability.
[CUSTOMER][NEUTRAL] I'm needing medical. This is for medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK. And then can you verify her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and it looks like her policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Is that the correct ID number, the D42028688?
[AGENT][NEUTRAL] I don't see that on here. I have the policy number pulled up and
[AGENT][NEUTRAL] Her group number is 70036.
[CUSTOMER][NEUTRAL] 70036 is the group number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what's the ID number?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I have customer number C0914165.
[CUSTOMER][NEUTRAL] Can you repeat that one more time? I'm sorry.
[AGENT][NEUTRAL] 3. It's OK. C 09.
[AGENT][NEUTRAL] 14
[AGENT][NEUTRAL] 165.
[AGENT][NEUTRAL] OK, yeah, she has.
[CUSTOMER][NEUTRAL] That was C as in cat.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So you said C as in cat 0914165 as the ID number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So she has a hospital indemnity plan, a group accident.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Is this for a hospital visit?
[CUSTOMER][NEUTRAL] It's just for an urgent care visit, so it's just for medical.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why is the ID number totally different, um, so you don't use the um employee ID numbers?
[AGENT][NEUTRAL] No, we, we have customer numbers.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Alright, I will use that and then as far as where the actual claim goes, what is the um EDI number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Payer EDI number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 60801.
[CUSTOMER][NEUTRAL] OK, so this is Kentucky.
[CUSTOMER][NEUTRAL] So it needs to go to American Public Life?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, ma'am, for claims.
[CUSTOMER][NEUTRAL] OK, and that's the [PII].
[AGENT][NEUTRAL] No, so we would go to [PII], so it would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm, very strange.
[AGENT][NEUTRAL] Yes, um, you're not the first one to have that address. I believe that's our, our old claims address.
[CUSTOMER][NEUTRAL] Yeah, cause, cause I'm, I'm
[CUSTOMER][NEUTRAL] Oh, got you, alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I will send it to the correct one with the correct ID number then um do you give out call reference numbers by chance?
[AGENT][NEUTRAL] Yes, we do. So it would be my first name, [PII]
[AGENT][NEUTRAL] Last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] Alright thank you I appreciate all the information.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I have a
[CUSTOMER][POSITIVE] That's everything. You have a great day.
[AGENT][POSITIVE] Thank you. You too. Thanks for calling APO.
[CUSTOMER][POSITIVE] Thanks. Uh huh bye bye.
[AGENT][NEUTRAL] And bye.