AccountId: 011433970860
ContactId: fea5cda5-b3c9-4838-8592-2b607a6ef1ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229240 ms
Total Talk Time (AGENT): 122702 ms
Total Talk Time (CUSTOMER): 62811 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/fea5cda5-b3c9-4838-8592-2b607a6ef1ca_20250217T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from MSPB Cardiology regarding a patient.
[AGENT][NEUTRAL] OK. And may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], what is your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And you're calling uh to check on a uh a patient status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. You have that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is W.
[CUSTOMER][NEUTRAL] 241-057-084
[AGENT][NEUTRAL] OK, [PII], none of our policy would start with a W. Our policy would start with a 0 and it'll be an eight digit number. Do you have that?
[CUSTOMER][POSITIVE] Oh, OK. I can do it. OK. Sorry about that. 197.
[CUSTOMER][NEUTRAL] 3199.
[AGENT][NEUTRAL] All right, thank you. And a patient name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for the information.
[AGENT][NEUTRAL] And what is the data service you're looking for on her?
[CUSTOMER][NEUTRAL] Mm, she has an appointment coming up.
[CUSTOMER][NEUTRAL] Under [PII].
[AGENT][NEUTRAL] Oh, you're not calling for check claim status. You can't, you're calling for eligibility or claim status?
[CUSTOMER][NEUTRAL] Yeah, I was really.
[AGENT][NEUTRAL] After your bill, OK, I'm sorry, I was thinking you were looking for a claim staff. OK, now her policy effective date was [PII]. This is the patient's secondary policy. She is the primary holder on the policy, and this is an active policy as of today.
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK. Is there like a, a type of plan? No.
[AGENT][NEUTRAL] This is a secondary policy that the patient has, and it all depends if it's a cover benefit on our policy and if uh the primary applies something towards the copay, co-insurance, or um deductible. And now, uh, for example, she's coming in for like an office visit or something.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] She's going for for an office visits.
[AGENT][NEUTRAL] Office visit not covered on this patient's secondary policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Does it cover a co-insurance?
[AGENT][NEGATIVE] It's not covered at all. If it's an office visit that she that you sent in for review, office visit would not be covered, but you can send in all claims for review, but she do not have coverage on the secondary policy for office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And can I get a reference, reference number for the call?
[AGENT][NEUTRAL] You're gonna use my name and today's date.
[CUSTOMER][POSITIVE] Thank you very much, [PII].
[AGENT][POSITIVE] All right. Well, thank you for calling American Public Life. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] All right, well, have a wonderful day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.