AccountId: 011433970860
ContactId: 01f41f9a-984b-41c0-971e-a1a96caf489d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137029 ms
Total Talk Time (AGENT): 51107 ms
Total Talk Time (CUSTOMER): 50259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/01f41f9a-984b-41c0-971e-a1a96caf489d_20250226T19:59_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] OK
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII] and I'm calling from provider's office regarding numbers eligibility and benefit.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The policy number is 024.
[CUSTOMER][NEUTRAL] 307.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] M like Mary, L like Lima, and the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like there are no active policies. This policy turned on [PII] and there is no active policies.
[CUSTOMER][POSITIVE] OK, I got it. Thank you so much. And uh can I have the call reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for assisting me with this patient and hope you have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Enjoy the rest of your day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.