AccountId: 011433970860
ContactId: efa6c410-6b9a-4fd1-9fef-dfa5c034787f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414660 ms
Total Talk Time (AGENT): 133724 ms
Total Talk Time (CUSTOMER): 153260 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/efa6c410-6b9a-4fd1-9fef-dfa5c034787f_20250611T17:32_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] Yes, hi [PII]. I'm calling from a provider's office. Um, I just got off the phone with 90 Degrees, um, and they told me to reach out to you guys to see if, um, you could provide, uh, any more information on patients' benefits.
[AGENT][NEUTRAL] OK, could I get uh a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's D497.
[AGENT][NEUTRAL] OK, the
[AGENT][NEUTRAL] That's not one of our policy numbers. Let's see, what is the patient's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] OK. Is he the policyholder?
[CUSTOMER][NEUTRAL] No, the dad is.
[AGENT][NEUTRAL] OK, what is the dad's uh last name?
[CUSTOMER][NEUTRAL] Um, the dad's last name is uh the same [PII]
[AGENT][NEUTRAL] OK. First name?
[CUSTOMER][NEUTRAL] Um, it's spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Some kind of
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and let me uh provide you with the policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 262.
[AGENT][NEUTRAL] 3221.
[AGENT][NEUTRAL] And you're calling for benefits?
[CUSTOMER][NEUTRAL] 322.
[CUSTOMER][NEUTRAL] Yes ma'am, is there a group number?
[AGENT][NEUTRAL] Group number is 70101.
[CUSTOMER][NEUTRAL] 70101.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling for benefits today?
[CUSTOMER][NEUTRAL] Yes ma'am, I just uh wanted to see if there was any copays or deductibles, uh, for the patient for an office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Please be advised to verifying benefits is not guaranteed payment. Uh, the policy has been effective since 55 of 25. It is still active. I show for a physician visit, the policy pays $50 a visit.
[AGENT][NEUTRAL] And the patient has 4 visits to use, to use.
[AGENT][NEUTRAL] Um, I show he has all 4 available.
[CUSTOMER][NEGATIVE] Damn
[CUSTOMER][NEUTRAL] Has 4 visits available.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and then uh what about for virtual does he have any virtual benefits?
[AGENT][NEUTRAL] It would pay the same as the $50.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, and then what about for his preventative or wellness exam, is it, is it one per year or?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't show that this policy has wellness benefits.
[CUSTOMER][NEUTRAL] No wellness benefits?
[AGENT][NEUTRAL] No, let me, he may have it under a different administrator, but.
[AGENT][NEUTRAL] Preventative is not covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and so which one is the.
[CUSTOMER][NEUTRAL] So is this, is this ID assigned to the son directly or is that the one for the whole family?
[AGENT][NEUTRAL] It's for the whole family.
[CUSTOMER][NEUTRAL] 3, OK, and the first one that I attempted, attempted to give you the one with the letter D, what is that one for? Is that for?
[AGENT][NEUTRAL] Uh, that, so the way this policy is, they have different administrators that cover different benefits. Um, that one.
[CUSTOMER][NEUTRAL] I think you're saying
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wanted to say benefits in a card. Did you provide them with the D number, benefits in the card?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, I believe it's benefits in the car. Were they, were they not able to pull him up with that?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes, well, I didn't, I didn't, I didn't, I called the number that um is provided for.
[CUSTOMER][NEUTRAL] The medical benefits, which is I guess 90 degree benefits and the number that I called was the one that's on the card, uh, but then they they redirected me to call you guys um because you're you're the providers for medical.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] So that's that's how she said.
[AGENT][NEUTRAL] OK. I, I believe they.
[CUSTOMER][NEUTRAL] Is your pay what is your.
[AGENT][NEUTRAL] The payer ID
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 64556.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, um, and then do you have a reference number, [PII]?
[AGENT][NEUTRAL] Yes, to reference our call, you'll use my name, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] 6 1125 2025.
[AGENT][NEUTRAL] Yes, 6 11 2025.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.