AccountId: 011433970860
ContactId: d5ecf9b8-e4d0-40fa-94d8-8776281ce101
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264040 ms
Total Talk Time (AGENT): 103238 ms
Total Talk Time (CUSTOMER): 70017 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/d5ecf9b8-e4d0-40fa-94d8-8776281ce101_20250502T19:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. My name is [PII] and I'm calling from the provider's office. Call to check on a patient's eligibility.
[AGENT][POSITIVE] Oh OK, well I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It is a direct line, no extension.
[AGENT][NEUTRAL] Thank you and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, it is. I have, uh, I'm not having the patient. It, it is a supplemental plan, is that right?
[AGENT][NEUTRAL] I'm not sure. I have to pull the policy first. Do you have the member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, as per Medicaid eligibility, patient's policy number is H as in Hotel 402241777.
[AGENT][NEUTRAL] You said this is for a Medicaid policy?
[CUSTOMER][NEUTRAL] No, Medicare supplemental plan.
[AGENT][NEUTRAL] So we're not affiliated with Medicare or Medicaid and our policy numbers starts with a 01 or 02. Do you have any ID cards from the member that have APL on it?
[CUSTOMER][NEUTRAL] Uh, no, when I run the eligibility, it shows like the APL American Public Life Insurance. Uh, OK. Could you please check with the patient's last name, first name?
[AGENT][NEUTRAL] Yes, what's the member's first and last name?
[CUSTOMER][NEUTRAL] Patient's last name is [PII]. Patient's first name is [PII]. Patient's date of birth is [PII].
[AGENT][NEUTRAL] Hold on, hold on, hold on, hold on, please hold on. I just need to catch up with you. So can you, can you respell the first name for me, [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, hold on one moment.
[AGENT][NEUTRAL] And you said the last name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to populate here.
[AGENT][NEUTRAL] And I then can confirm the date of birth with you.
[AGENT][NEUTRAL] Alright, so I'm not showing a claim on file for [PII]. Do you have a social for the member, a full social?
[CUSTOMER][NEUTRAL] OK. It is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Yeah, there's still no member pulling up. um.
[AGENT][NEUTRAL] And you said you don't have the ID card?
[AGENT][NEUTRAL] With APL on it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You do have the ID card?
[CUSTOMER][NEUTRAL] No, we don't have.
[AGENT][NEUTRAL] OK, um, the reason I'm asking is because we're going to need more information. We're not affiliated with Medicare or Medicaid. With the social, there's no policy that pulls up. The first and last name, no policy pulls up, and the policy number that you have beginning with H402 is not an APL policy number, so we don't have enough information to search for the member.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I know the call reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number. Um, you can use my name in today's date and again that's [PII] First initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much have a great day ahead bye for now.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Bye-bye.