AccountId: 011433970860
ContactId: 27147d8f-0666-4443-afa2-8035d02ed10f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85900 ms
Total Talk Time (AGENT): 31257 ms
Total Talk Time (CUSTOMER): 31910 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/27147d8f-0666-4443-afa2-8035d02ed10f_20250421T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was calling to determine eligibility on a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 0228.
[CUSTOMER][NEUTRAL] 2126.
[CUSTOMER][NEUTRAL] M like Mary, L like Lima 7.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy you're calling in for eligibility. 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, the claims billing address is a [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then what's the payer ID?
[AGENT][NEUTRAL] The electronic pay ID is [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.