AccountId: 011433970860
ContactId: e4cd870a-a403-4236-ba51-6d91267b5f8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281799 ms
Total Talk Time (AGENT): 122650 ms
Total Talk Time (CUSTOMER): 116346 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/e4cd870a-a403-4236-ba51-6d91267b5f8d_20250521T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm, it's [PII].
[AGENT][NEUTRAL] APL American Public Life.
[CUSTOMER][NEUTRAL] Oh, APL. OK, I'm calling um regarding a client. He's um scheduled to be seen in our office for a medical appointment, and he said he has this insurance but doesn't have a card and he's had it since March.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And was never given a card?
[CUSTOMER][NEUTRAL] Could you give me a little bit of information on this insurance?
[AGENT][NEUTRAL] Sure, what's your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Children's Service Center at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Let me go back to this client's uh information. I don't think they gave him, he said he's never gotten a.
[AGENT][NEUTRAL] OK there's a
[AGENT][NEUTRAL] some of them don't have cards.
[CUSTOMER][NEUTRAL] Bear with me just a second.
[CUSTOMER][NEUTRAL] Well, how are they supposed to get services?
[CUSTOMER][NEUTRAL] Um, a policy number here we have is 2606889.
[AGENT][NEUTRAL] OK, give me one moment. Well sometimes the cards don't come from us, it'll come from the employer because they ask to have them and send it out to them, so it could be either us or their employer depending on how they pick.
[CUSTOMER][NEUTRAL] OK, so this is an employee insurance?
[AGENT][NEUTRAL] A lot of our insurances are, um, it just depends on what he has. What's his name and date of birth?
[CUSTOMER][NEUTRAL] OK, this guy's name is [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what we've got.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so this is a hospital indemnity policy. Uh, it is effective as of [PII].
[CUSTOMER][NEUTRAL] OK. It's for a hospital. It's not for medical office appointments?
[AGENT][NEUTRAL] Right, and this is also secondary insurance, so they will need major medical first. Uh, let me see what all he's got on his policy.
[CUSTOMER][NEUTRAL] OK, this is a hospital indemnity plan.
[AGENT][NEUTRAL] Right, he does have hospital admission benefits and intensive care. Um, I'm not, it's for this specific policy that he gave you, it's for accidents and sickness.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, he's here for.
[CUSTOMER][NEUTRAL] Accident and sickness.
[AGENT][NEUTRAL] Yes ma'am, that's the specific policy.
[CUSTOMER][NEUTRAL] So in order to have this, he has another insurance policy.
[AGENT][NEUTRAL] Yes, we are secondary, so his company will have major medical first.
[CUSTOMER][NEGATIVE] OK. Well, he's not good, he's, he does, he's telling us this is the only insurance he has. Doesn't make sense.
[AGENT][NEUTRAL] OK, then he will need to call um Bic or benefits on a card um because that's who he goes through, that's his employer's group.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What is it called?
[AGENT][NEUTRAL] It's called BI BI BIC Benefits and a card.
[CUSTOMER][NEUTRAL] Beck
[AGENT][NEUTRAL] And he will need to call them um for questions. You might also hear it as IMA um depending.
[AGENT][NEUTRAL] On who he's working for.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's IMA.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Correct, ma'am. I can give you their number as well if that's helpful.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 800.
[AGENT][NEUTRAL] 833
[AGENT][NEUTRAL] 4296.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and that's the other policy that you think?
[AGENT][NEUTRAL] Yeah, that's the only thing I can think of because with this, with this group, um, his major medical may be something different. We are just secondary insurance and the one that he has chosen is accident and sickness.
[CUSTOMER][NEUTRAL] OK. All righty. And this is not, he's here for SUT drug and alcohol services, so it's not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Accident or sickness. OK, thank you. Have a good day.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Mm bye.