AccountId: 011433970860
ContactId: 49b7ab02-7e77-4514-b052-812fce813d32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132000 ms
Total Talk Time (AGENT): 48198 ms
Total Talk Time (CUSTOMER): 55283 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/49b7ab02-7e77-4514-b052-812fce813d32_20250403T13:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. Good day, [PII]. My name is [PII]. I'm calling from a provider's office, Arizona Heart Doctor. I would like to verify medical eligibility.
[AGENT][NEUTRAL] I can verify eligibility, Brea. May I have a policy number?
[CUSTOMER][NEUTRAL] 01988267
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Got it. Thank you so much. Can I ask for the payer ID for this uh insurance?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] Does this have a pay, uh, I mean, group ID?
[AGENT][NEUTRAL] Yes, the group number will be 21325.
[CUSTOMER][POSITIVE] Good, thank you so much. Um.
[CUSTOMER][NEUTRAL] Uh, is this a medical supplement?
[AGENT][NEUTRAL] This is their secondary or gap policy.
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][POSITIVE] Got it alright thank you so much. I got everything I need just need the call reference number please, your name and the first initial to your last name.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] The call reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Got it. Thank you so much. Have a nice day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day.