AccountId: 011433970860
ContactId: ffaeef5f-64e8-4140-abec-f6a5752a2f4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174820 ms
Total Talk Time (AGENT): 77447 ms
Total Talk Time (CUSTOMER): 74840 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ffaeef5f-64e8-4140-abec-f6a5752a2f4a_20250220T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm with Derm Care Practitioners and I have a patient that saw us in January and just listening to the recording, I don't think that dermatology would be covered under her plan. Could we check on that, please?
[AGENT][NEUTRAL] Yes, ma'am. I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] D 41.
[CUSTOMER][NEUTRAL] 203335, the employee name.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is not our policy number. I can do a name search.
[CUSTOMER][NEGATIVE] Wrong number.
[CUSTOMER][NEUTRAL] OK, now do you want the employee name or the patient name?
[AGENT][NEUTRAL] The patient's name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII] is [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and would she be the policy holder?
[CUSTOMER][NEUTRAL] No, [PII] is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It says yeah, [PII]. I don't have his date of birth.
[AGENT][NEUTRAL] Do you have a group number by chance? It's not pulling up.
[CUSTOMER][NEUTRAL] Uh, let's, yes, yes, group number 9412.
[AGENT][NEUTRAL] OK, let me see if they're in our system. It sounds like it's a hospital indemnity plan, but let me just see if I can pull it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And that is not coming up.
[AGENT][NEUTRAL] In our system. So they may have the hospital indemnity plan and it's not over in our system as of today. So I'm gonna give you the number to IMA and you can verify through them. And once they're pushed over to here, we'll be able to see it in our system. But as of today, I'm not showing it in our system. So the number would be 1-800-833.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4296.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I dialed so but I have to hit a different button. Got you.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][POSITIVE] I'm with you. Thank you so much. You've been very kind.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.