AccountId: 011433970860
ContactId: d8d5f9c1-f6b0-4325-a530-6d9f924c748b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315839 ms
Total Talk Time (AGENT): 85529 ms
Total Talk Time (CUSTOMER): 113188 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d8d5f9c1-f6b0-4325-a530-6d9f924c748b_20250417T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh yes, I was just calling to see if my insurance would cover this test that I have to do today.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, of my card.
[AGENT][NEUTRAL] Yes, it would be the benefit certification number for outpatient.
[CUSTOMER][NEUTRAL] Alright, it says, uh, payer ID is 64556.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No, so you have the indemnity plan. It's either gonna start with the 02 or 01.
[CUSTOMER][NEUTRAL] Oh, I have a CPT code.
[AGENT][NEUTRAL] No, I'm talking about that's listed on your card.
[CUSTOMER][NEUTRAL] If that's what you're asking about because.
[AGENT][NEUTRAL] I'm needing to pull your policy up so there's a number listed on your card.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The only number, OK, it's uh.
[CUSTOMER][NEUTRAL] D
[CUSTOMER][NEUTRAL] 476.
[CUSTOMER][NEUTRAL] 942-61
[AGENT][NEUTRAL] OK. Let me have your social, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I also need to verify the mailing address that is listed on file.
[CUSTOMER][NEUTRAL] Is the MRN number?
[AGENT][NEUTRAL] Your mailing address, your residential address?
[CUSTOMER][NEUTRAL] Oh, it's uh oh OK it's [PII].
[AGENT][NEUTRAL] OK, that's not the one that we have in the system.
[CUSTOMER][NEUTRAL] Yeah, it may have changed.
[CUSTOMER][NEUTRAL] From last time.
[AGENT][NEUTRAL] OK. Do you happen to know that mailing address?
[CUSTOMER][NEUTRAL] Uh, my old address is, uh, I didn't work there for that address.
[AGENT][NEUTRAL] OK, so we have
[CUSTOMER][NEUTRAL] Like that this is that's the only address I've had since I've had this card.
[AGENT][NEUTRAL] OK, so we have a different mailing address that's not the information that we have loaded in our system.
[CUSTOMER][NEUTRAL] Alright, is it saying [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Could, could you verify your email address?
[CUSTOMER][NEUTRAL] Yeah, it's uh well I have two of them so.
[CUSTOMER][NEUTRAL] One of them is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then my other one is [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so I did pull the policy up with your social. These policies are no longer active with us. It is showing the term date is [PII].
[CUSTOMER][NEGATIVE] Oh, so this card is not even like active?
[AGENT][NEUTRAL] No. When did you receive that card?
[CUSTOMER][NEUTRAL] Uh, I got this card in the mail like I'd say like maybe a month or two ago.
[AGENT][NEUTRAL] You just, did you sign for a new job or something?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Alright, I'm just calling to see if they'll.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Cause I'm not saying that we submitted anything else on this policy because it was no longer active with us.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] OK, well I do wanna thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you. Oh.
[AGENT][POSITIVE] Thank you.