AccountId: 011433970860
ContactId: 04f3aab5-519f-40e0-969d-ce307d279636
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171419 ms
Total Talk Time (AGENT): 54784 ms
Total Talk Time (CUSTOMER): 54547 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/04f3aab5-519f-40e0-969d-ce307d279636_20250324T16:49_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] This is [PII] from the provider office to obtain the eligibility information of patient health insurance.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, OK. We have 02276638.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, sure, it is [PII].
[AGENT][NEUTRAL] I do apologize I did not hear the callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, for sure. The first name is [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth, we have [PII].
[AGENT][NEUTRAL] OK, that did not come up under this policy number?
[AGENT][NEUTRAL] Do you have the group number?
[CUSTOMER][NEUTRAL] OK. Is the policy number?
[CUSTOMER][NEUTRAL] We have, we have, we have APL 2000.
[AGENT][NEUTRAL] OK, that would not be our policy number. Who is the insured on this plan?
[CUSTOMER][NEUTRAL] Uh, just a moment. So insured is the patient, is is just [PII]?
[AGENT][NEUTRAL] OK, can you spell the name and I'll do a name search that did not come up for this.
[CUSTOMER][NEUTRAL] Yeah, sure. First name is [PII] and last name is [PII]
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This product is not administered by APL. You will need to contact Web TPA. Their number is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9458.
[AGENT][NEUTRAL] And his policy number is the same, the 02277638.
[CUSTOMER][POSITIVE] OK. Thank you so much. Bye.