AccountId: 011433970860
ContactId: 16091d5c-bb8c-4f4a-aa76-f8a718226cd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88989 ms
Total Talk Time (AGENT): 36426 ms
Total Talk Time (CUSTOMER): 34512 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/16091d5c-bb8c-4f4a-aa76-f8a718226cd2_20250409T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] from um Baptist Health.
[AGENT][NEUTRAL] And how may I help you today, [PII]?
[CUSTOMER][NEUTRAL] And just
[CUSTOMER][NEUTRAL] Yes, I'm just trying to verify a gap insurance for a patient of ours.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. It's 01822565 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and then the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] What other information can I provide for you?
[CUSTOMER][NEUTRAL] Right, and then just
[CUSTOMER][NEUTRAL] Yes, I just wanted just to confirm it's just for copays or for uh part of the deductible?
[AGENT][NEUTRAL] This policy will pick up the copays, the co-insurance and or deductibles up to the benefit amount.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, so that will be all then.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great rest of your day. Bye-bye.
[CUSTOMER][POSITIVE] Alright you do the same thank you so much bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.