AccountId: 011433970860
ContactId: 127844cd-114b-4966-94c7-a3c314364f7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182679 ms
Total Talk Time (AGENT): 34443 ms
Total Talk Time (CUSTOMER): 74926 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/127844cd-114b-4966-94c7-a3c314364f7d_20250205T17:32_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] What is your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from the endoscopy center. I need to get benefits on a member.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 01252224 ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK, that's not the correct policy number for this member.
[CUSTOMER][NEUTRAL] Can you look him up by the name because that's what he says that he has.
[AGENT][NEUTRAL] Could you spell the name first and last, please?
[CUSTOMER][NEUTRAL] The first one is [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Let me see if he has a card. I don't think he has a card.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Do do do do.
[CUSTOMER][NEUTRAL] On the secondary, let me see, I have a secondary insurance.
[CUSTOMER][NEUTRAL] OK, I gave you.
[CUSTOMER][NEUTRAL] 012.
[CUSTOMER][NEUTRAL] 522
[CUSTOMER][NEUTRAL] Oh, it has an extra 2. I'm sorry, hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK 012.
[CUSTOMER][NEUTRAL] 52244.
[CUSTOMER][NEGATIVE] They gave me the wrong number.
[CUSTOMER][NEUTRAL] It's 22 not 3.
[AGENT][NEUTRAL] And may I have the date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so for this policy it is no longer active. The term date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] So let me call the patient. Thank you. Have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome thank you for calling [PII].