AccountId: 011433970860
ContactId: db139801-376d-47ec-92de-eecdfa54d04a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196050 ms
Total Talk Time (AGENT): 94276 ms
Total Talk Time (CUSTOMER): 48002 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/db139801-376d-47ec-92de-eecdfa54d04a_20250306T19:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to get eligibility for a patient please.
[AGENT][NEUTRAL] OK, you're only needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 02576516
[AGENT][NEUTRAL] OK, thank you, give me one moment, [PII] to get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and any information, [PII] that I provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is a subscriber on this limited benefit plan and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you all file a claim uh for her [PII] with APO once the claim has been processed, we do have a portal that you should be able to check claim status in and that portal website is secured. [PII].
[CUSTOMER][NEUTRAL] OK, and this is American Public Life, correct?
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, are you able to give me the claims address for this patient, please?
[AGENT][NEUTRAL] I can the claim's mailing address would be they would be sent to IMA.
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it's IMA and it's [PII].
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK perfect and what was your name again?
[AGENT][NEUTRAL] [PII] and my name in today's date would be your call reference number if you need one.
[CUSTOMER][POSITIVE] OK perfect I appreciate your help thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. Yes, ma'am. And is there anything else I can help with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL today [PII], and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.