AccountId: 011433970860
ContactId: 1e9e66e0-91ba-4029-9dc6-b704d8023b93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81440 ms
Total Talk Time (AGENT): 35728 ms
Total Talk Time (CUSTOMER): 46069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/1e9e66e0-91ba-4029-9dc6-b704d8023b93_20250320T15:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I have uh a patient that has brought in uh American Public Life card and I need to just make sure that she's eligible.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Can I get a call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And her policy number?
[CUSTOMER][NEUTRAL] The policy number on the card is 02592450.
[CUSTOMER][NEUTRAL] Yeah, I don't know
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her policy and you did say uh you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I show her policy effective since [PII] and it is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is this, this is, is this secondary to her Blue Cross Blue Shield policy?
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Yes ma'am, this is a secondary uh policy.
[CUSTOMER][POSITIVE] OK, just making sure I don't see many of these so I just wanted to make sure all right I appreciate you thank you very much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye bye.