AccountId: 011433970860
ContactId: e01274ae-6c8d-484f-adda-4af8a1df868f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432190 ms
Total Talk Time (AGENT): 179237 ms
Total Talk Time (CUSTOMER): 138491 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/e01274ae-6c8d-484f-adda-4af8a1df868f_20250131T17:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh hi [PII]. I just got a question to have a doctor's appointment today, and I'm here at the office, and they say they're not taking this insurance because it's only hospital.
[CUSTOMER][NEUTRAL] Um, the policy, so it's kind of double check on that because last time I spoke to you guys you said just to bring the card in and have them call you guys, but they said they don't do that.
[AGENT][POSITIVE] All right. Well, it would be my pleasure to assist you, sir. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I do one second.
[CUSTOMER][NEUTRAL] OK, that would be 02441375.
[AGENT][NEUTRAL] I apologize, my computer lags. 0243.
[AGENT][NEUTRAL] 1775.
[CUSTOMER][NEUTRAL] Yes, 02441375.
[CUSTOMER][MIXED] Yes, that works for me but I didn't.
[AGENT][NEUTRAL] And what is your name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] It's [PII] at [PII].
[AGENT][NEUTRAL] Thank you. And what is your current mailing address if you don't mind?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking on that for you. Bear with me just one second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me get those benefits pulled up and let's see and is it for a sick office is it?
[CUSTOMER][NEUTRAL] Yeah, it's a, it's a check out that I do every year at Northern Common Medical Association here in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then finally, what is your email address?
[CUSTOMER][NEUTRAL] It's, it's my name. It's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yeah, so I'm showing that you do have an office visit for a sickness or accident treatment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, they, but they said it's not covered.
[CUSTOMER][NEUTRAL] Uh, yes, is there a way you can talk to the lady here? Maybe she can explain to you.
[AGENT][POSITIVE] I would be happy to, I would be happy to do that for you, Mr. [PII].
[CUSTOMER][NEUTRAL] Can you talk to her she's like sure yeah.
[CUSTOMER][NEUTRAL] OK, ma'am, she's here.
[AGENT][NEUTRAL] All right, thank you. Hi, my name is [PII] with APL. May I ask your name?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Mr. [PII] was calling stating that um he is there for an office visit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he does have coverage under the hospital indemnity policy for an office visit for sickness or accident.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he was just wanting me to. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Do you have a
[CUSTOMER][NEUTRAL] Do you have a number for the billing?
[AGENT][NEUTRAL] A payer ID?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEGATIVE] That's Medicaid in [PII] that's what comes up in my thing and that's not gonna be any good.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801, yeah.
[AGENT][NEUTRAL] Medicaid. I'm sorry, that one just kind of caught me off guard.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, our payer ID is 60801. It is for APL.
[CUSTOMER][NEUTRAL] So the name of the insurance is ATL AP.
[AGENT][NEUTRAL] A as in apple, P as in Paul, L as in Lima.
[CUSTOMER][NEUTRAL] What's his effective date?
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] And what's his ID number?
[AGENT][NEUTRAL] ID number is [PII].
[AGENT][NEUTRAL] 13
[AGENT][NEUTRAL] 75
[CUSTOMER][NEUTRAL] And what is the claim address?
[AGENT][NEUTRAL] Claim address is PO Box 248.
[AGENT][NEUTRAL] 950. Mhm. Take your time.
[CUSTOMER][NEUTRAL] OK, hold on just
[CUSTOMER][NEUTRAL] 248
[AGENT][NEUTRAL] 248,950.
[CUSTOMER][NEUTRAL] And the zip code?
[AGENT][NEUTRAL] [PII] and that is for [PII] City, [PII].
[CUSTOMER][NEUTRAL] And who is the insurance company?
[AGENT][NEUTRAL] APL, A as in American, P as in public, L as in life, stands for American Public Life.
[CUSTOMER][NEUTRAL] And a phone number for the billing if they need to call?
[AGENT][NEUTRAL] Absolutely. That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And your name was?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other information you need, [PII]?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] And thank you, [PII]. If I could speak with Mr. [PII], please.
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] Hi. OK, Mr. [PII], I gave her her information and did advise that your office visits are covered.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] Yes, thank you so much. You literally saved my day. She wasn't cooperating when I first walking here, but we got it straight up.
[AGENT][POSITIVE] It's been a pleasure.
[AGENT][NEUTRAL] It's been
[AGENT][POSITIVE] Yeah, I'm so glad you called us anytime you have any difficulties, questions or concerns, give us a call, OK?
[CUSTOMER][POSITIVE] Alright awesome thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Alright, you too, ma'am bye bye bye.
[AGENT][POSITIVE] Thank you bye bye.