AccountId: 011433970860
ContactId: ced9aa10-4acd-4018-9460-9ac3e996c15a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203250 ms
Total Talk Time (AGENT): 85792 ms
Total Talk Time (CUSTOMER): 81676 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/ced9aa10-4acd-4018-9460-9ac3e996c15a_20250114T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Washington University. I'm trying to verify patients eligibility and see about network status.
[AGENT][NEUTRAL] OK, I can help you with eligibility and network status. Uh, can you please give me your name again?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] Is 01835839.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I've got her pulled up and I do show that she does have an active policy. Her effective date is [PII], and this, there's no network because this is not the um major medical insurance, so she can go anywhere she wants to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then, um, a little bit of her card is kind of cut off, so I don't have all the, all the information here. It's looking like um the, the claims get mailed to American Public Life Insurance Company [PII], um.
[CUSTOMER][NEUTRAL] And I just wanted to see because when I put this in I'm pulling up with that PO box number I was pulling up a um.
[CUSTOMER][NEUTRAL] Manhattan Life, is that are you guys the same?
[AGENT][NEUTRAL] Right. No. Um, actually, our claims mailing address has changed, uh, from, from when that card was printed. It's going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Right, and then, um, I will update that and then her effective date you said was [PII] still current and um.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][POSITIVE] Oh yes, [PII]. I have that written down. I'm sorry, I just read too thank you.
[AGENT][POSITIVE] Yes ma'am, that's OK.
[CUSTOMER][NEUTRAL] All right, and then I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Is [PII]?
[AGENT][NEUTRAL] Why?
[CUSTOMER][POSITIVE] Thank you. All right, Ms. [PII], thank you so much for um the information. That is all I need for today.
[AGENT][POSITIVE] OK, thank you, Ms. [PII] for calling APL. I hope you have a great rest of your week.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Mm thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.