AccountId: 011433970860
ContactId: 2c1c67fd-877a-4171-a328-4538aea03b1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191750 ms
Total Talk Time (AGENT): 51206 ms
Total Talk Time (CUSTOMER): 59604 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/2c1c67fd-877a-4171-a328-4538aea03b1e_20250331T14:18_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] Hey, can I get something like a fax back stating that my patient is termed on y'all's policy?
[CUSTOMER][NEUTRAL] So you have to come in.
[AGENT][NEUTRAL] Um, may I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the fax number?
[CUSTOMER][NEUTRAL] [PII]. Let me double check that that doesn't sound right for some reason.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] So it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have the policy number?
[CUSTOMER][NEUTRAL] It is 604781.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah, you should
[AGENT][NEUTRAL] OK, I don't have that member listed in our system.
[CUSTOMER][NEUTRAL] OK, can I get something showing that the plan is just term though?
[AGENT][NEGATIVE] But with that member not being in our system, I wouldn't be able to send anything because the member is not even listed on this policy.
[CUSTOMER][NEUTRAL] OK, she's not listed on it at all?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, can I give you the policy holder and you send something showing that his is termed?
[AGENT][NEUTRAL] Is the policyholder a patient?
[CUSTOMER][NEUTRAL] Yes he is.
[AGENT][NEUTRAL] May I have the patient's name please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're just needing a fax back showing if the policy is effective or termed.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will get that submitted over to you. That can take 24 to 48 hours. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that was everything thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Thank you bye.