AccountId: 011433970860
ContactId: 0e9d436b-9bf0-414f-b3e1-dbe0e168a82e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159520 ms
Total Talk Time (AGENT): 68405 ms
Total Talk Time (CUSTOMER): 61091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/0e9d436b-9bf0-414f-b3e1-dbe0e168a82e_20250417T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII] from Memorial Hospital West. I just need to verify patients eligibility for
[CUSTOMER][NEUTRAL] Um, her supplement plan.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. May I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Um, policy number 02.
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I don't know if it's ML 7, I'm not too sure. Um, the card she gave us is the patient is [PII], 82,470.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK, and it's under her husband [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. The policy termination date was [PII].
[AGENT][NEUTRAL] I'm checking to see if there's an active policy though. There is, let me give you that, that good policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, let me put that in. Ready.
[AGENT][NEUTRAL] It's 255-243-0.
[AGENT][NEUTRAL] And her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so she is at 255-2430 is American Public Life, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, great. All right. And then it covers as a secondary supplement plan?
[AGENT][NEUTRAL] Yes, ma'am. Uh, the policy helps with deductible, co-pay, or coinsurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else, Miss [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] No that was it thank you so much you have a good day.
[AGENT][POSITIVE] You too and thank you for calling APL you have a wonderful [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mm bye-bye