AccountId: 011433970860
ContactId: 0707767f-8b04-4cba-9d43-82aeed814841
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113760 ms
Total Talk Time (AGENT): 37382 ms
Total Talk Time (CUSTOMER): 48286 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/0707767f-8b04-4cba-9d43-82aeed814841_20250407T18:46_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] Hi, yes, I need to verify a patient's general eligibility, please.
[AGENT][NEUTRAL] OK, may I please have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number please?
[CUSTOMER][NEUTRAL] Um, that is going to be 02558138.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're needing eligibility for this member?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] that without a doubt.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you, and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So for this member it is showing that the effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Is there any way you could send me a fax of the breakdown of the benefits or?
[AGENT][NEUTRAL] Yes. May I have a fax number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I will get that submitted over to you. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, I believe that is all. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.