AccountId: 011433970860
ContactId: e1fe6340-3a3b-4aaf-9b1f-ee7968c101b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235669 ms
Total Talk Time (AGENT): 128444 ms
Total Talk Time (CUSTOMER): 96446 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/e1fe6340-3a3b-4aaf-9b1f-ee7968c101b2_20250218T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I'm calling um from Nephrology Consultants of Jacksonville. We're a kidney specialist, um, on behalf of one of our patients who's got your insurance. Um, for some reason, his insurance is not verifying on our end, so we want to see what the problem is.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I can just to make sure that that's active and good to go. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh, policy number, let me see which one is that the, the number on the actual card.
[AGENT][NEUTRAL] Um, do you have the card there?
[CUSTOMER][NEUTRAL] Well, no, I actually, I actually, yes, I have the card, yes.
[AGENT][NEUTRAL] OK, so it it would say something like member ID or in hospital or outpatient certification number something like that?
[CUSTOMER][NEUTRAL] OK, so I have a group number, um, let me see, just bear with me. I do, OK, member ID is 02283512.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the uh member?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and his date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. Uh, so this policy is active. The effective date was [PII], so this is a limited indemnity medical plan. So of course, uh, it is just pay a set dollar amount per covered procedure, um, or office visit if you needed to know those, uh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Exact benefits or anything like that I would have to refer you to they're called web TPA they're the ones that handle the claims and benefits for this policy.
[CUSTOMER][NEUTRAL] Yeah, cause he came in for, you know, we're a specialist. He came in for an appointment and his insurance is not verifying, so I mean what.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, yeah, so it's definitely showing active on my end so I can give you their yes ma'am so I can give you that phone number and then I can transfer you if you'd like.
[CUSTOMER][NEUTRAL] So it is active
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, what's the phone number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and if you were to call that.
[CUSTOMER][NEUTRAL] Now one more question for you, one more question.
[AGENT][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Is the insurance actually called APL because it's APL multi plan? What exactly is this? I got a web PA. So what is the insurance actually called?
[AGENT][NEGATIVE] That is extremely confusing. That is very valid confusion.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So yes yes so it is through us it is American public life it is a part of a multi plan um but it is anything to do with claims or benefits is handled by web TPA. I know it's extremely confusing. I do apologize, but yes, American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it isn't, so it would, so it would be under and not APL you would have to actually type in American Public Life even with that it's still not verifying.
[AGENT][NEUTRAL] I believe so.
[AGENT][NEUTRAL] Interesting. I'm not sure I've never, I don't know. I haven't had anyone say that before, but we can just double check again. I'm showing it's active and good to go, but they might have a bit more information for you, yeah.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][POSITIVE] OK, that would be great if you could transfer me I would appreciate it.
[AGENT][NEUTRAL] OK, of course, and if you have to ever call that number just so that you are aware you would select option 3.
[CUSTOMER][POSITIVE] OK, option 3, thank you so much.
[AGENT][POSITIVE] Alright, you're very welcome. I'm just gonna put you on a brief hold while I get them on the line for you. Hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to