AccountId: 011433970860
ContactId: 00c883c9-73d6-4ebd-ad12-b825e2822ea1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147020 ms
Total Talk Time (AGENT): 55999 ms
Total Talk Time (CUSTOMER): 50259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/00c883c9-73d6-4ebd-ad12-b825e2822ea1_20250401T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] I have 20, I'm sorry, 02592499.
[AGENT][NEUTRAL] It's 02592499?
[CUSTOMER][NEUTRAL] And that's
[CUSTOMER][NEUTRAL] Yeah, 025924999, yes.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] We have one Marquez [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] Just need to verify eligibility.
[AGENT][NEUTRAL] And for this member you're calling in for eligibility. It does show that it's currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, yes, I have one more patient for you.
[AGENT][NEUTRAL] OK. May I have that policy number?
[CUSTOMER][NEUTRAL] 02419324.
[CUSTOMER][NEUTRAL] And this is a dependent [PII] No I'm sorry, [PII] No [PII].
[AGENT][NEUTRAL] And you're needing eligibility for this member as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] That policy number is 02556425 and it is showing that it is currently active with the effective date of [PII].
[CUSTOMER][POSITIVE] Alrighty, perfect. So that's all I need today. Thanks so much for your help, [PII]. You have a great day and stay safe.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.