AccountId: 011433970860
ContactId: f57ae657-ca22-4ba5-bc49-d6845e263759
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168139 ms
Total Talk Time (AGENT): 48586 ms
Total Talk Time (CUSTOMER): 79229 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/f57ae657-ca22-4ba5-bc49-d6845e263759_20250616T18:43_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, this is me, [PII]. My last name initial is [PII].
[CUSTOMER][NEUTRAL] I have a member ID I need to check.
[AGENT][POSITIVE] Hi, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] Yeah. I have a remember I need to check the benefit details.
[AGENT][NEUTRAL] OK, what's the member ID?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Member ID is 02478683.
[AGENT][NEUTRAL] And for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] OK. The patient name is [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this would cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] So everything is 0, right?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] Everything is 09, right? No co-pay, no deductible, no co-insurance, and no out of pocket, right?
[AGENT][NEUTRAL] There's an out, well, yeah, because we're the secondary, correct.
[CUSTOMER][NEUTRAL] Uh-huh. And, uh, can I please, sorry, can I know the plan name along with the plan type?
[AGENT][NEUTRAL] Uh, the name of the company is American Public Life. The plan is a meddling plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Madeline, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, what's the plan type? Are they commercial or supplement kind of.
[AGENT][NEUTRAL] Supplemental.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Are there any alphabet like FG
[AGENT][NEUTRAL] I'm sorry, what was your question again, [PII]?
[CUSTOMER][NEUTRAL] Are there any alphabet supplement and like supplement F, supplement G like that?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Thank you. And can I get the call reference, please?
[AGENT][NEUTRAL] That would be my name with today's date. My name is spelled [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Thank you for all the details. Have a great day. Bye for now.
[AGENT][NEUTRAL] You too bye bye.