AccountId: 011433970860
ContactId: 4226eec5-cae3-4910-9c5e-0f6252c8cd40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122220 ms
Total Talk Time (AGENT): 53187 ms
Total Talk Time (CUSTOMER): 66933 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4226eec5-cae3-4910-9c5e-0f6252c8cd40_20250409T19:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I work at Baptist Primary Care and I just need to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Um, I have a group number. There is a, I mean, the card, it doesn't really have a.
[CUSTOMER][NEUTRAL] There's in hospitals benefit certification number and an outpatient benefit certification number.
[AGENT][NEUTRAL] The outpatient.
[CUSTOMER][NEUTRAL] OK, let me get back in his chart because it's unreadable on the card, so it must be in the chart.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's gotta be in here. Sorry. Alright, here it is 01851930 M as in Mike L as in Lima.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] And the and the number [PII].
[AGENT][NEUTRAL] OK. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Let's see, it looks like this plan is no longer active. One moment, let me verify.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] Looks like [PII].
[AGENT][NEUTRAL] What's the term date on this plan?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And there is no active policy on file.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Perfect, can you give me a reference number or phone reference?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] No ma'am, that'll do it thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.