AccountId: 011433970860
ContactId: d8e2f719-0f84-4b88-a2df-8de096df2116
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247220 ms
Total Talk Time (AGENT): 91573 ms
Total Talk Time (CUSTOMER): 114986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/d8e2f719-0f84-4b88-a2df-8de096df2116_20250311T20:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from [PII] E Specialist.
[AGENT][NEUTRAL] OK. And how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I need to check on the eligibility and also the benefits details for the patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. What's that policy number?
[CUSTOMER][NEUTRAL] 041611717 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Um, I can provide you the name and date of birth.
[AGENT][NEUTRAL] OK. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] One sec.
[CUSTOMER][NEUTRAL] First name is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, spell that first and last name for me.
[CUSTOMER][NEUTRAL] Let me spell the name for you.
[CUSTOMER][NEUTRAL] Yeah, sure. [PII], and the last name is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, the policy number is 1611717.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And showing her effective date is [PII]. She is active on the policy and what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, this plan has termination date.
[AGENT][NEUTRAL] No, policy is active.
[CUSTOMER][NEUTRAL] Yes, ma'am. Could you please verify the member ID?
[AGENT][NEUTRAL] As I stated, the policy number is 1161717.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1161.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] 717.
[CUSTOMER][NEUTRAL] 717. Yes, ma'am. Let me repeat it's 1161717.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, ma'am. Um.
[CUSTOMER][NEUTRAL] That the patient has uh American Public Life Insurance Company, right?
[AGENT][NEUTRAL] Yes, they have a policy with our company effective [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So what type of supplement plan does the patient have?
[AGENT][NEUTRAL] Well, with this policy, its secondary supplemental helps with primary insurance deductible, co-pay or co-insurance for services performed in an outpatient facility or if they were inpatient in the hospital.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it has any particular uh plan M or uh plan C?
[AGENT][NEUTRAL] No, it's not like a Medicare plan that has an A or B. This is just a secondary supplemental policy.
[CUSTOMER][NEUTRAL] OK, just that.
[CUSTOMER][NEUTRAL] Supplement plan right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, ma'am. Uh, could you please provide me the call reference number for this call?
[AGENT][NEUTRAL] We don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Yes, could you please provide me your name and spell your name for me.
[AGENT][NEUTRAL] It's [PII], Sure, it's [PII] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for providing me the information. Have a good one.
[AGENT][POSITIVE] You too. Thanks for calling APL Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah bye bye.
[AGENT][NEUTRAL] Bye.