AccountId: 011433970860
ContactId: 2cf2098f-a787-43f2-bfc0-dd6402fd47a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94900 ms
Total Talk Time (AGENT): 45657 ms
Total Talk Time (CUSTOMER): 39791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/2cf2098f-a787-43f2-bfc0-dd6402fd47a9_20241230T15:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from a provider's office and I'm just needing to verify um eligibility for a member.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII], and I also have to let you know the entire call will be monitored and recorded for quality and compliance purposes.
[AGENT][NEUTRAL] OK, no problem. Can I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] 1457232
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the account and you did say eligibility today. I show his policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, just to verify that you guys do not need um information on his primary insurance.
[AGENT][NEUTRAL] we would need the primary. This is a secondary policy, so we would need the primary explanation of benefits showing patient responsibility.
[CUSTOMER][POSITIVE] OK, alright. OK, thank you so much. I, uh, do you have a reference number?
[AGENT][NEUTRAL] You're welcome to reference the call you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you [PII] you have a great day.
[AGENT][POSITIVE] You are welcome, [PII]. You have a wonderful day yourself. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.