AccountId: 011433970860
ContactId: 3b53f73d-5c13-4682-a927-8d10ea42c992
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191289 ms
Total Talk Time (AGENT): 57905 ms
Total Talk Time (CUSTOMER): 114476 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/3b53f73d-5c13-4682-a927-8d10ea42c992_20250110T23:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Memorial Memorial Hospital Pembroke.
[CUSTOMER][NEUTRAL] Um, I'm calling to verify, um, the American Public Life Insurance for this patient.
[AGENT][NEUTRAL] OK, yeah, I can verify eligibility for you [PII]. Uh, can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, sure, the telephone number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, 1105147 M as in Mary, L as in Lima 4.
[AGENT][NEUTRAL] Thank you and then uh what was the name and date of birth for the insured?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] is the first name. [PII] is the last name. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, he does um he does have one that's active let me know when you're ready for this policy number.
[CUSTOMER][NEUTRAL] Sure, one moment, let me remove this insurance.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] To be back I'm like.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hanging up
[CUSTOMER][NEUTRAL] OK, what's the, what's the member ID?
[AGENT][NEUTRAL] It is 0142.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 3751.
[CUSTOMER][NEUTRAL] Alrighty, and it's what was the effective date for this policy?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] Alrighty verified by phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then.
[CUSTOMER][NEUTRAL] Your what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And first initial of last.
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, OK, awesome. [PII]. Do you have a um a reference number or anything like that or no?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, the reference number would just be my first name, last initial, and today's date. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Got it, got it. OK. No, that'll be all. Thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.