AccountId: 011433970860
ContactId: dd9110cd-0264-4ca6-a031-d4d195c19f59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287700 ms
Total Talk Time (AGENT): 104555 ms
Total Talk Time (CUSTOMER): 51200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/dd9110cd-0264-4ca6-a031-d4d195c19f59_20250602T22:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was calling to see if I could get eligibility and benefits for patients.
[AGENT][POSITIVE] Yes, you can get both eligibility and benefits. I can help you with that. May I get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, [PII], callback number [PII].
[CUSTOMER][NEUTRAL] Uh, the facility room and urgent care.
[AGENT][NEUTRAL] OK, thank you. And then Miss [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number 2616462.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And his effective date is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment.
[AGENT][NEUTRAL] Uh, let me look. He does have an urgent care benefit for accident or sickness treatment, and it pays $50.
[CUSTOMER][NEUTRAL] OK, and uh do you have like a PO box for us like to send our claims to?
[AGENT][NEUTRAL] Yes ma'am, you can send them by mail or we have a payer ID number if you wanna send them electronically. I can give both of them to you.
[CUSTOMER][NEUTRAL] Yes, can I get both of those?
[AGENT][NEUTRAL] Yes, ma'am. Um, the, let me give you the pay ID number first. It's 60801.
[AGENT][NEUTRAL] And then the PO box.
[AGENT][NEUTRAL] is 248-950.
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] 73.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me see if I can get this to work.
[AGENT][NEUTRAL] We have a four digit code on the end of the zip you may need that um let me give that to you. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it American Public Life Insurance?
[AGENT][NEUTRAL] Yes, ma'am, that's it.
[CUSTOMER][POSITIVE] Alright, thank you so much. Can I get your name?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII]
[CUSTOMER][POSITIVE] OK, Ms. [PII], thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, well you have a blessed night and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Yes ma'am, you too.