AccountId: 011433970860
ContactId: 4506adf1-a394-46ab-916e-3d5a0b4a849e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144770 ms
Total Talk Time (AGENT): 50897 ms
Total Talk Time (CUSTOMER): 56239 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/4506adf1-a394-46ab-916e-3d5a0b4a849e_20250108T20:13_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] Yes, I was just needing eligibility and benefits on a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] and then the number is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, let me put it quick.
[CUSTOMER][NEUTRAL] OK, that's all I needed to know.
[CUSTOMER][NEUTRAL] That'll be it.
[CUSTOMER][NEUTRAL] 01672696
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] You said that you were calling in for eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And is there a specific benefit that you're needing for me to verify?
[CUSTOMER][NEUTRAL] Uh, just general, and if you could fax it to me it's possible, OK.
[AGENT][POSITIVE] Yes, I can submit that fax back.
[AGENT][POSITIVE] And I'm pulling the eligibility up for you now.
[CUSTOMER][NEUTRAL] We are not
[CUSTOMER][NEUTRAL] With that um.
[AGENT][NEUTRAL] For this member, it is showing that they're currently active. The effective date is [PII]. May I please have that fax number?
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Into the attention of [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I will get that fax back submitted over to you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Well, I do wanna thank you so much for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.