AccountId: 011433970860
ContactId: 469841e4-5c65-4617-870b-82f6e8b84bf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243119 ms
Total Talk Time (AGENT): 61088 ms
Total Talk Time (CUSTOMER): 104058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/469841e4-5c65-4617-870b-82f6e8b84bf1_20250514T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] and policy number shows 00182.
[CUSTOMER][NEUTRAL] 25576.
[AGENT][NEUTRAL] That is not our policy number.
[CUSTOMER][NEUTRAL] I figured that. Uh, let's see. Can I provide the patient's first and last name? OK, perfect.
[AGENT][NEUTRAL] I can do a name search.
[CUSTOMER][NEUTRAL] Um, first and last name is [PII]. I'll spell the last name is uh [PII] I'm sorry, [PII] for the last name.
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, can I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And that is not pulling up. Do you by chance have the Social Security number or group number?
[CUSTOMER][NEUTRAL] Uh, just a second, let me see. I was just going to see.
[CUSTOMER][NEUTRAL] If the card was scanned.
[CUSTOMER][NEUTRAL] May I give you the primary um
[CUSTOMER][NEUTRAL] The primary's first and last name?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. Uh, first name for the primary is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Same last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Also, let me see if that last name is hyphenated.
[CUSTOMER][NEUTRAL] OK, no, it's not.
[AGENT][NEUTRAL] Yep, that's not coming up either.
[CUSTOMER][NEUTRAL] And that's um
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] That's how we spell last name? OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] That's not pulling up.
[CUSTOMER][NEUTRAL] And she they didn't scan out of the card.
[CUSTOMER][NEUTRAL] Oh, hold on, I think I found the card.
[CUSTOMER][NEUTRAL] Yes, uh, yes, 0182.
[CUSTOMER][NEUTRAL] 257 60, there is an extra 5.
[AGENT][NEUTRAL] OK, let me try that one.
[CUSTOMER][NEUTRAL] So it's the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And who is the patient, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. So thank you for verifying that information. Looks like this policy is effective.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And then a reference for the call.
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Alrighty, Ms. [PII] [PII], thanks so much for your help. You have a great day and stay safe.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.