AccountId: 011433970860
ContactId: 2943695a-72ca-4178-90d4-8a4dedb8be9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112739 ms
Total Talk Time (AGENT): 40382 ms
Total Talk Time (CUSTOMER): 64129 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/2943695a-72ca-4178-90d4-8a4dedb8be9c_20250305T20:31_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] Hi, good afternoon. This is [PII] from Doctor [PII] Cardiologist. I'm calling just uh to check eligibility for one patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, it's 019.
[CUSTOMER][NEUTRAL] 263
[CUSTOMER][NEUTRAL] 29
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] M yeah, [PII], and last name, [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[CUSTOMER][NEUTRAL] Alright we'll go ahead
[AGENT][NEUTRAL] This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] On Monday
[CUSTOMER][NEUTRAL] Uh, and I'm sorry, can I check if we're, if we're network? Can I give you the or MPI.
[AGENT][NEUTRAL] There's no network that can utilize any provider.
[CUSTOMER][NEUTRAL] Any provider, OK.
[CUSTOMER][NEUTRAL] And this is a plan Medlick, right?
[AGENT][NEUTRAL] Correct. This is the secondary or gap plan.
[CUSTOMER][POSITIVE] Secondary. OK. Thank you so much. And I'm sorry, can I have a reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] We just
[CUSTOMER][POSITIVE] Today it. OK, ma'am. Thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.