AccountId: 011433970860
ContactId: 2571cee5-5e12-4978-a579-3dc301eb53e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123459 ms
Total Talk Time (AGENT): 49663 ms
Total Talk Time (CUSTOMER): 41740 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/2571cee5-5e12-4978-a579-3dc301eb53e6_20250128T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Boston Medical Center. I was wondering if you could help me with a patient eligibility check.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], initial and my last name is [PII] Boston Medical's callback number is [PII].
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Actually, sorry about that.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have.
[CUSTOMER][NEUTRAL] 02454994.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] And thank you so much, [PII], for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just the plan type, is it like a PPO? Is it a supplement plan?
[AGENT][NEUTRAL] This policy is an indemnity policy, which is a limited benefit.
[CUSTOMER][NEUTRAL] Indemnity. OK, perfect. And is there any way you can also have a reference number to the call if you don't mind?
[AGENT][NEUTRAL] The reference would be my first name [PII], which is spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.