AccountId: 011433970860
ContactId: 12bd7df1-5d63-4c52-a4ba-428c5e0f3605
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111019 ms
Total Talk Time (AGENT): 38249 ms
Total Talk Time (CUSTOMER): 45508 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/12bd7df1-5d63-4c52-a4ba-428c5e0f3605_20250619T13:52_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I am just calling um regarding a patient. I'm just calling to make sure um that she has benefits and that how, how I guess how they cover uh or if it were all required for an upcoming test that patients having.
[AGENT][POSITIVE] Can I have the spelling of your name and a callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, my
[CUSTOMER][NEUTRAL] Yep, it's [PII] and my direct line is [PII].
[AGENT][NEUTRAL] And what was the, the spelling of your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] Yep, you got it.
[AGENT][NEUTRAL] Oh, that's completely different.
[AGENT][NEUTRAL] Can I have that policy number, the member that you're calling to verify benefits for [PII]?
[CUSTOMER][NEUTRAL] Yeah. Um, it is 02350220.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yep, [PII] birthday [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] He's calling to verify benefits and eligibility, but it looks like this member's policy terminated [PII] and [PII] has no active policy here with American Public Life.
[CUSTOMER][NEGATIVE] OK, I'll go ahead and get this terminated on the account then.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.