AccountId: 011433970860
ContactId: 30870532-d614-42e7-b7f9-5a5af544fc4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92029 ms
Total Talk Time (AGENT): 37311 ms
Total Talk Time (CUSTOMER): 35965 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/30870532-d614-42e7-b7f9-5a5af544fc4e_20250519T13:23_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling from Chris's Trinity Clinic.
[CUSTOMER][NEUTRAL] I just need to get eligibility only of a patient.
[AGENT][NEUTRAL] So and I can assist you with that. Can I have a spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] The letter D 43,302,230.
[AGENT][NEUTRAL] I do apologize, but they didn't pull up a policy. Do you have the social of that member?
[CUSTOMER][NEUTRAL] What about um let's see [PII].
[AGENT][NEUTRAL] What is the member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So that policy number that you provided, the 2563472, that is the policy number here at American Public Life for future reference.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] This policy became effective [PII] and is currently active.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] You're Welcome, thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too.