AccountId: 011433970860
ContactId: 19692c49-7300-4ac4-97fb-83bd3bb77e27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92959 ms
Total Talk Time (AGENT): 43700 ms
Total Talk Time (CUSTOMER): 30589 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/19692c49-7300-4ac4-97fb-83bd3bb77e27_20250602T14:31_UTC.wav
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[AGENT][NEUTRAL] This is thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I'm needing to verify insurance.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and I'm with Ascension Saint [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] 01457233.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for benefits and eligibility or just eligibility?
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] OK, and I can assist you with that. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no thank you. Do you have any kind of a reference number?
[AGENT][NEUTRAL] Your reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] And what how do you spell your first name?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] All right, thank you very much I appreciate your help.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh you too.
[AGENT][NEUTRAL] Bye.