AccountId: 011433970860
ContactId: db7b25ba-00f7-48e9-b3e7-96720f698102
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352119 ms
Total Talk Time (AGENT): 94468 ms
Total Talk Time (CUSTOMER): 113895 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/db7b25ba-00f7-48e9-b3e7-96720f698102_20250616T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling from provider office to check medical eligibility. Could you please help me with that?
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] 02542
[CUSTOMER][NEUTRAL] 049
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]. It is your direct line.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. The last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective 10-12024 and it is active.
[CUSTOMER][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] 101 of 2024, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] What are the plan type?
[AGENT][NEUTRAL] Meling
[CUSTOMER][NEUTRAL] It is supplementary policy.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. May I know the group number?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 18514.
[CUSTOMER][NEUTRAL] 18514. Man, is there any in network deductibles and how much damage?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] When are the in-network deductibles and how much they made.
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. This plan does not have a deductible.
[CUSTOMER][NEUTRAL] OK. Could you please provide the
[CUSTOMER][NEUTRAL] Pay ID and mailing address.
[AGENT][NEUTRAL] Pay ID is 60801. The mailing address is [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]. May I know the subscriber is the cardholder or dependent.
[AGENT][NEUTRAL] The subscriber, they're the policy holder.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Could you please repeat it [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I have another one more member call the French when you want to, right?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK, I have another one more number.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] I do not have the member ID.
[AGENT][NEUTRAL] Can you spell the first and last name or the social security number?
[CUSTOMER][NEUTRAL] [PII]. The last name is [PII]. Date of birth, the [PII].
[AGENT][NEUTRAL] That was [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And is he the policyholder?
[CUSTOMER][NEUTRAL] OK. I know the member ID?
[AGENT][NEUTRAL] I'm asking, is he the policyholder?
[AGENT][NEUTRAL] I'm not pulling him up in our system. Do you have a group number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. No, I have the social. It is [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that did not pull up in our system.
[CUSTOMER][NEUTRAL] OK, you cannot find the number, right, with that information?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] There is no member phone.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you for your help. Have a great day. Bye.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.