AccountId: 011433970860
ContactId: 2c4ebbf7-46af-4362-ba50-80b292ef8a0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91519 ms
Total Talk Time (AGENT): 45316 ms
Total Talk Time (CUSTOMER): 37547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/2c4ebbf7-46af-4362-ba50-80b292ef8a0a_20250109T15:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APAR. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I just need to verify that uh coverage is active for a patient we have coming in.
[AGENT][NEUTRAL] All right, first give me your name and the provider office you're calling from.
[CUSTOMER][NEUTRAL] Uh, my name's [PII] and I'm coming, calling from the office of [PII], that's [PII]
[AGENT][NEUTRAL] And [PII], what's your call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you for that information, [PII]. May I have the policy number, please?
[CUSTOMER][NEUTRAL] It is 025485554.
[AGENT][NEUTRAL] And the patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] All right. Thank you for that information, [PII]. You're calling uh about eligibility on this policy, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I'm just calling to see if they're still covered for this year.
[AGENT][NEUTRAL] Yes, ma'am. Her policy effective date was [PII], and as of today, this is still an active secondary policy that the patient have with our company.
[CUSTOMER][POSITIVE] OK perfect that's all I needed to know.
[AGENT][POSITIVE] Alright, anything else we can help you with, just give us a call back. Thank you for calling American Public Life, [PII], and you have a great day.
[CUSTOMER][POSITIVE] Likewise have a good day ma'am.
[AGENT][NEUTRAL] Bye