AccountId: 011433970860
ContactId: 1703c195-2a66-4f18-bb3d-4e2aa9af40be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95029 ms
Total Talk Time (AGENT): 44199 ms
Total Talk Time (CUSTOMER): 50758 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/1703c195-2a66-4f18-bb3d-4e2aa9af40be_20250528T14:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Lifes, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from UBMD Orthopedics and sports medicine, and I have a patient who's gonna be coming in this afternoon and has this insurance as a secondary insurance, and I just wanted to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name's [PII].
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you for that, [PII], and if I could get the policy number you're calling on.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure it's 0237 0335 M as in Mary, L as in Lincoln 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. And you did say you were calling today to uh verify eligibility?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I show his policy with us has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, um, if, if I can have a, um, reference number for the call please.
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you will use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] you have a great rest of your day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.