AccountId: 011433970860
ContactId: 045285cf-4ad6-46b3-8454-668a8b35123f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237500 ms
Total Talk Time (AGENT): 76095 ms
Total Talk Time (CUSTOMER): 72819 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/045285cf-4ad6-46b3-8454-668a8b35123f_20250416T19:01_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] Hi, this is [PII] calling from provider's office to check on the eligibility status of the member. And may I have the spelling of your name, please?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[AGENT][NEUTRAL] May I have a policy number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] 02355793.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] Day. Date of birth is on [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] [PII], right? And no term date?
[AGENT][NEUTRAL] That is correct, no term date.
[CUSTOMER][NEUTRAL] OK. May I just proceed with the next number?
[AGENT][NEUTRAL] How many do you have?
[CUSTOMER][NEUTRAL] And may I know the, uh, this is the last one. And may I know the timeifying limit?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 1293652.
[CUSTOMER][NEUTRAL] Yeah I'm at 7.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] Looks like this policy termed on [PII], there is no active policy on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. The patient renew their policy after that?
[AGENT][NEGATIVE] There is no active policy.
[CUSTOMER][NEUTRAL] OK, just a moment. Term date is on [PII], right? Effective date?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Policies effective [PII], I'm sorry, hold on.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Policies effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. And may I have the call reference number?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date. Agnes, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Oh no, that's it. Thank you for your assistance. Have a great day.
[AGENT][POSITIVE] Thank you for calling American Public Life, Agnes. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK.