AccountId: 011433970860
ContactId: 4ad10cc0-a4a1-4505-8d70-66b55993e93e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162940 ms
Total Talk Time (AGENT): 57288 ms
Total Talk Time (CUSTOMER): 78479 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/4ad10cc0-a4a1-4505-8d70-66b55993e93e_20250421T15:08_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, yes, I was hoping um to speak with somebody just pertaining to a patient that I have and just um.
[CUSTOMER][NEUTRAL] A claim that we have open for them basically trying to figure out if they had active coverage at a specific time.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and the policy number, well, not policy number, sorry, the insured, let me see.
[CUSTOMER][NEUTRAL] Back to here.
[CUSTOMER][NEUTRAL] Yeah, so it is 02.
[CUSTOMER][NEUTRAL] 587142
[AGENT][NEUTRAL] And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it is going to be.
[CUSTOMER][NEUTRAL] What's your call back number?
[CUSTOMER][NEUTRAL] Or callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said that it was effective [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So it wasn't at [PII] of last year, correct?
[AGENT][NEUTRAL] Let me verify if there was another plan.
[AGENT][NEUTRAL] So let's see.
[CUSTOMER][NEUTRAL] I fell asleep outside.
[AGENT][NEUTRAL] For medical, I'm not seeing medical in November.
[CUSTOMER][NEGATIVE] Too much and now like my dad is paying all that all that.
[AGENT][NEUTRAL] Um, let's see, they did have another plan. Let me get that one pulled up.
[CUSTOMER][NEGATIVE] Upsets in general
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] No, it's uh, was it a cancer diagnosis?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Alexa
[CUSTOMER][NEUTRAL] No ma'am, it was just for urgent care visit.
[AGENT][NEUTRAL] OK. So it doesn't look like that there was prior coverage.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye bye.