AccountId: 011433970860
ContactId: 272d1925-1ee1-4359-86a3-4220bb553596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92720 ms
Total Talk Time (AGENT): 43091 ms
Total Talk Time (CUSTOMER): 43018 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/272d1925-1ee1-4359-86a3-4220bb553596_20250603T13:49_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 morning, [PII]. My name is [PII]. I'm calling because I know this patient's policy is active. Um, I just wanted to confirm because I do believe this is a medical gap insurance, um, and I believe it doesn't require prior authorization for for services, but I just wanna reconfirm that information with you.
[AGENT][NEUTRAL] That is correct. [PII]. May I have the policy number and I'll verify.
[CUSTOMER][NEUTRAL] 02152694 ML 7.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This is a gap plan. It will pick up the copays, the co-insurance, and our deductibles up to the benefit amount. This plan is effective [PII] and it is active. Prior art is not required for these policies.
[CUSTOMER][POSITIVE] Wonderful. I, I, I thought so, but I just wanted to reconfirm. You never, you can never be too careful.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much. Do you have a call reference number by any chance?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you very much have a great day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.