AccountId: 011433970860
ContactId: 0a194d53-80bd-4c6e-be2d-25b93cc3f314
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107319 ms
Total Talk Time (AGENT): 33199 ms
Total Talk Time (CUSTOMER): 45990 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0a194d53-80bd-4c6e-be2d-25b93cc3f314_20250304T19:09_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 [PII], good morning. My name is [PII] calling from Valley Medical Center on a recorded line to verify eligibility for patients and see if referrals are required on the plan.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] I have, hopefully this is right, 645-56.
[AGENT][NEUTRAL] OK, that's not the policy number. I believe that's the electronic payer ID.
[CUSTOMER][NEUTRAL] If you need a longer number, there's a different number.
[CUSTOMER][NEUTRAL] OK, let me try this one. It's so many here 02512806.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the last name is [PII], first name [PII]
[CUSTOMER][NEUTRAL] Birth date [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy you're calling in for eligibility. It does show that it's currently active. The effective date is [PII], and for this policy, no referral is required.
[CUSTOMER][POSITIVE] Perfect, [PII], that is what I needed to know. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you.