AccountId: 011433970860
ContactId: dca38c58-2cea-4225-87f0-065ace3c8705
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140539 ms
Total Talk Time (AGENT): 66458 ms
Total Talk Time (CUSTOMER): 66494 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/dca38c58-2cea-4225-87f0-065ace3c8705_20250423T15:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Math and Medical Group. I'm just calling to check a patient's eligibility and to see if we are participating with their insurance.
[AGENT][NEUTRAL] OK, I can take a look at that for you. [PII], can I get a callback number?
[CUSTOMER][NEUTRAL] And what is your name again?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yep [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, yep, uh.
[CUSTOMER][NEUTRAL] 02587090
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you're calling for eligibility um I show the policy.
[CUSTOMER][NEUTRAL] And also to check yeah.
[AGENT][NEUTRAL] OK, I show the policy has been effective since [PII]. It is still active. This is a non-contracted policy, so there is no contract um for providers. They are able to go to any provider.
[CUSTOMER][NEUTRAL] Yep, go ahead.
[CUSTOMER][NEUTRAL] OK, so it's a a non-contract noncontract.
[AGENT][NEUTRAL] Yes, this is a limited medical plan.
[CUSTOMER][NEUTRAL] To any provider.
[CUSTOMER][NEUTRAL] Um, and like what would we put that under? Is it under a certain name?
[AGENT][NEUTRAL] As far as.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] As like when we're entering it into our system like is it under PCHS multi plan like what is it considered?
[AGENT][NEUTRAL] I'm not sure what question.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, now, you, uh, you could probably put it on the under multiplan, uh, because if, uh, you know, you would contact multiplan to provide a discount for the insured.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and can I have a reference number to this call?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you will use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and today's date.
[CUSTOMER][NEUTRAL] And so she's allowed to go to any provider, that's how that works?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK alrighty thank you so much for your help, OK? Take care.
[AGENT][POSITIVE] You're welcome you have a wonderful day, sir. Thank you.