AccountId: 011433970860
ContactId: dbefc755-4f10-4dd6-bf76-228970fd32d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264070 ms
Total Talk Time (AGENT): 115197 ms
Total Talk Time (CUSTOMER): 151702 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/dbefc755-4f10-4dd6-bf76-228970fd32d6_20250131T18:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. Hi [PII], calling from Boca Raton Regional Hospital. I'm calling, uh, first to verify eligibility first for a claim that we're trying to submit for one of our patients.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Miss [PII]. What is the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm sure it's [PII].
[CUSTOMER][NEUTRAL] [PII] direct line?
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is, uh, not quite sure which one is right the last number is different. I don't know. I'll give it to you uh 016787.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 96 and it's M as in Mary, L as in Lima.
[CUSTOMER][NEUTRAL] And it's a 7 or either 8?
[AGENT][NEUTRAL] It's OK. Um, we don't really need those two in the end, but it's fine. Thank you. And Miss [PII].
[CUSTOMER][NEUTRAL] OK, so is that the right ID number?
[AGENT][NEUTRAL] Mhm. Yeah, the first digits before the email will be the policy number. Let me have the name and date of birth just to make sure that it's the right person.
[CUSTOMER][NEUTRAL] And now so uh
[CUSTOMER][NEUTRAL] Yes, hold on one second there.
[CUSTOMER][NEUTRAL] And you do need to email you said right? That's part of the idea now.
[AGENT][NEUTRAL] Mm, we don't need it. That's just to let us know what product isn't. Mm mm. That's just the product.
[CUSTOMER][NEGATIVE] You don't need it even
[CUSTOMER][NEUTRAL] OK, so on the bill we don't need that on there. OK, so it's 01678796. OK, uh, date of birth [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. What's the name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mm, OK, perfect. Thank you. All right. And you said you needed eligibility and we have an effective date of [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Active plan is this like a supplemental is this uh limited benefit plan or is just like a supplemental? What type of?
[AGENT][NEUTRAL] This is a secondary, this is a secondary supplemental plan to the major medical, is to help with the deductibles, co-payment, and co-insurance from the major medical.
[CUSTOMER][NEUTRAL] Supplemental plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To the.
[CUSTOMER][NEUTRAL] I'm just putting it now sorry.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Major medical plan.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] A plan to the medium medical plan, OK, um, and what is, OK, I don't think you have the bill, but so I guess I would need to verify your claims address.
[AGENT][NEUTRAL] Yes, uh-huh. The address to submit claims is [PII].
[CUSTOMER][NEUTRAL] Is it APL? What do, what do we address it to?
[AGENT][POSITIVE] Yes, APL, yeah, you can do it APL or American Public Life, share it, yeah.
[CUSTOMER][NEUTRAL] OK, hold on, hold on, uh, American Public Public Life insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Insurance OK, [PII] box.
[AGENT][NEUTRAL] 248
[CUSTOMER][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] I'm sorry you kinda broke up 248.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 950 OK.
[AGENT][NEUTRAL] Mhm. [PII], Oklahoma.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] City, OK, uh huh.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Zip code?
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 889.
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, can it be faxed by any chance?
[AGENT][NEUTRAL] Yeah, you can fax it. Uh-huh. The fax number is [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942-394-23877-365-9423. OK, let me just make sure there wasn't a building that went out doesn't look like it, yeah, so I'll go ahead and I'll just fax over the primary along with the uh um UB to American Public Life Insurance. OK, great. Alright, uh thank you so much.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you today?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you, you have a great day.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day, Miss [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Right