AccountId: 011433970860
ContactId: 3823e776-d14e-4aa8-87f8-7fdfc695e176
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121050 ms
Total Talk Time (AGENT): 50276 ms
Total Talk Time (CUSTOMER): 51808 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/3823e776-d14e-4aa8-87f8-7fdfc695e176_20250312T17:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, sure. My name is [PII] from Provider Mass General Hospital calling on behalf of the patient to verify insurance eligibility.
[AGENT][NEUTRAL] Can I get your name again please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02536292.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying the account and you said eligibility today. I show the policy been effective since [PII]. It's still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and just to verify, fax number.
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII] and 3 mattress?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[AGENT][NEUTRAL] Uh hold on [PII].
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, what's the reference number for this call?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for all your help I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye bye.