AccountId: 011433970860
ContactId: f0393c6a-278e-452f-9c0e-894c89b9ee16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600159 ms
Total Talk Time (AGENT): 215187 ms
Total Talk Time (CUSTOMER): 159494 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f0393c6a-278e-452f-9c0e-894c89b9ee16_20250307T15:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Cook Children's Physicians Network in [PII].
[AGENT][POSITIVE] Yes, ma'am. How can I help you today, [PII]?
[CUSTOMER][POSITIVE] Excuse me, I'm so sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I'm calling to verify benefits and eligibility for a couple of patients.
[AGENT][NEUTRAL] OK, you have 2 patients that you're needing to verify your eligibility and benefits for?
[CUSTOMER][NEUTRAL] Yes, they're siblings.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with that. And [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] I have D as in David.
[CUSTOMER][NEUTRAL] 43 I think it's a 5. I can't read my writing.
[CUSTOMER][NEUTRAL] 435109777
[AGENT][NEUTRAL] OK, thank you, but [PII], now that is a policy number or an ID number for 90 degree benefits, not for APLs. Some of these members have policies with both companies.
[CUSTOMER][NEUTRAL] Policies with what company?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] American Public Life, which is who I'm with, and also 90 degree benefits, which is what that the number indicates. Do you know if they have a policy with my company?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] She said it was American Public Life. I she gave me another number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the other number?
[CUSTOMER][NEUTRAL] 0202.
[CUSTOMER][NEUTRAL] 59
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2877.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What are your patients' names and dates of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] is the first one. Her birthday is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I have [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I do see that both children are covered under this limited benefit plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of benefit information are you needing inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So one
[CUSTOMER][NEUTRAL] And the ID it was 02592877.
[AGENT][NEUTRAL] Yes, that is the policy number for [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because she gave me that the first time and then she gave me that 2nd 1 so I'll marked out that first one just wanna be sure so that I could read the numbers correctly.
[AGENT][NEUTRAL] OK, so on this sure on this.
[AGENT][NEUTRAL] Excuse me, on this limited benefit plan for outpatient accident and sickness treatment for a physician's office, the benefit is $50 per day and a maximum of 4 days per calendar year per covered person.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, are, are wells visits and the vaccines covered?
[AGENT][NEUTRAL] Vaccines are not covered under this policy, no, ma'am. Um, and there are not any wellness benefits. Now, that the number that you gave me, that is, they possibly do have benefits for that, but this would only be related to um an accident or sickness on the policy with APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you. So that the number, does that indicate that she does have benefits for 90 degrees?
[AGENT][NEUTRAL] Yes, it would. Mhm. And the, yes, ma'am. I can't provide benefits for them. Um, the phone number for them is the [PII]. Phone number option one. Now, I can transfer you if you would like.
[CUSTOMER][NEUTRAL] So I'd have to contact them to get the benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, yes ma'am.
[AGENT][NEUTRAL] And then [PII] one additional thing if you all do file a claim with APL once the claim has been processed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We do have a portal in which you should be able to check our claim status and have access to our EOB and that website for our portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I could help you with before I connect you over to 90 degree Benefits?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope you have a very nice weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes ma'am, thank you so one moment please.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] I can't out of the room.
[CUSTOMER][NEUTRAL] Thank you for calling 9 All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to u[PII]
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait [PII]e.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voice.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. So I was waiting for a representative to connect you directly, um, but it's saying that there's a lengthy wait time and it's offering up you the option to leave a voicemail, um, and have someone to return your call. So I just didn't want to drop you into the voicemail without letting you know that.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, that's fine, that's fine, um, that's OK. I can call back.
[AGENT][NEUTRAL] I can't, OK, you're just gonna call back? Oh, OK.
[CUSTOMER][NEUTRAL] Because they won't be here until this afternoon, yes, no they won't be here until this afternoon.
[AGENT][NEUTRAL] OK and again just call that [PII] number and again it's option one.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. OK.
[AGENT][POSITIVE] OK. Well, you're certainly welcome. Have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.