AccountId: 011433970860
ContactId: 3aa69855-5fea-491c-a6ee-8f8a28b827b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249139 ms
Total Talk Time (AGENT): 74693 ms
Total Talk Time (CUSTOMER): 114885 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/3aa69855-5fea-491c-a6ee-8f8a28b827b5_20250429T17:25_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] Good afternoon. My name is [PII]. I'm calling from Primary Care PC. I was just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Sure, callback number is [PII]. The policy number is 017194191.
[AGENT][NEUTRAL] 017194191
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that's too many numbers.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Believe it or not, there's an MLA at the end of that, but I was told don't use that, so I didn't, um, hm.
[AGENT][NEUTRAL] OK, but it's, it's too many numbers before the MLA. So I have again is 017.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Yeah, that.
[AGENT][NEUTRAL] 19
[CUSTOMER][NEUTRAL] 01
[AGENT][NEUTRAL] 41
[AGENT][NEUTRAL] 91.
[CUSTOMER][NEUTRAL] 01719419.
[CUSTOMER][NEUTRAL] 10 OK that's I'm missing the one at the end.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] No, I have the one at the end. That's too many numbers for our policy are you looking at the card?
[CUSTOMER][NEUTRAL] No, we don't have the card on file.
[AGENT][NEUTRAL] OK, do you have the member's social?
[CUSTOMER][NEUTRAL] Let's see, I do.
[AGENT][NEUTRAL] May I have that, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] 01719419. OK, so that one at the end is not needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me update that.
[AGENT][NEUTRAL] So that would be 01.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. I've updated that now, um, has it, was there any, if it's still active, was there any gaps at all in the policy?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] It's showing that the member is currently active with the effective date of [PII].
[CUSTOMER][NEUTRAL] OK, strange how how it was taken out of um the billing status, um, and the group number 21265.
[AGENT][NEUTRAL] The group number is 24679.
[CUSTOMER][NEGATIVE] 246-79. I yeah, yeah, we have all this misinformation. Oh my goodness.
[CUSTOMER][NEUTRAL] All right ma'am, uh, is there a reference number for the call?
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date. And is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am I appreciate all your help you have a wonderful day.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life, [PII] you have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.