AccountId: 011433970860
ContactId: 444b8dff-8e19-4bf8-b7e1-2c5c39630576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189550 ms
Total Talk Time (AGENT): 54431 ms
Total Talk Time (CUSTOMER): 60533 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/444b8dff-8e19-4bf8-b7e1-2c5c39630576_20250325T15:02_UTC.wav
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[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I just received um.
[CUSTOMER][NEUTRAL] Some information on a claim that said that the patient you need to confirm eligibility of benefits so that's what I was doing, calling to make sure the patient still has active coverage.
[AGENT][NEUTRAL] OK. May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a policy number?
[CUSTOMER][NEUTRAL] It is 02594906.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'll see you later.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, so it shows that the member is active but is waiting for some information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me check.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So we're waiting for information from Benefit and a card to confirm their eligibility. So once we receive that information, then it, the claim will be reviewed and or processed.
[CUSTOMER][NEUTRAL] So I'm sorry, so you're waiting for an ID card?
[AGENT][NEUTRAL] No, we're waiting for information on the eligibility.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So once we receive that information from Benefiting a car, then that claim will be reviewed and or processed.
[CUSTOMER][NEUTRAL] OK, so I don't have to do anything with this, is that correct?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] We've already requested that information, so now we're just waiting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right well thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII] have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.