AccountId: 011433970860
ContactId: 1e37ab42-62f6-48d7-a0d3-e48eca53991a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157479 ms
Total Talk Time (AGENT): 66232 ms
Total Talk Time (CUSTOMER): 59572 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/1e37ab42-62f6-48d7-a0d3-e48eca53991a_20250506T20:38_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] Good afternoon. I'm calling to verify member eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. Policy number is 10,659,370.
[AGENT][POSITIVE] Thank you and [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you. And that policy number is 10,659,370.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is not pulling up.
[AGENT][NEUTRAL] As a valid policy number.
[AGENT][NEUTRAL] I can do a name search.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me see something. Let me pull the card up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So the card has um 01659370 ML 8.
[AGENT][NEUTRAL] Thank you and may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information. I'll get this pulled up.
[AGENT][NEUTRAL] And the AA policy number will be 02497619.
[AGENT][POSITIVE] This plans effective.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] Is this, is this a medical gap insurance?
[AGENT][NEUTRAL] Yes, this will be their secondary plan.
[CUSTOMER][NEUTRAL] OK. As far as authorizations for services, no authorization is required, right? Because your secondary gap?
[AGENT][NEUTRAL] It is not prior art is not required.
[CUSTOMER][POSITIVE] Wonderful. And you'd say that the active member ID is 02497619?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, wonderful. Thank you very much. Do you have a call reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK. Thank you very much. Have a great day.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.