AccountId: 011433970860
ContactId: 4b59b453-0ecb-43dc-a51a-299226dbc4fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95339 ms
Total Talk Time (AGENT): 42751 ms
Total Talk Time (CUSTOMER): 42208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4b59b453-0ecb-43dc-a51a-299226dbc4fd_20250624T15:47_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Good morning. This is [PII] from NT Care. I'd like just to check eligibility for a patient's uh plan, please.
[AGENT][NEUTRAL] OK, I can help you with that. Could I, uh, get a callback number for you?
[CUSTOMER][NEUTRAL] Sure. [PII], um, no extension.
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 02153310.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, I believe so. This is um a secondary insurance to Aetna. They, um, so I just wanted to check if it's still active.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. I do show the policy has been effective since [PII]. Um, and it still is effective. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, not this, uh, just a call reference number for my documentation please.
[AGENT][NEUTRAL] Yes, ma'am. To reference the call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much again, [PII]. You have a lovely day. Bye-bye for now.
[AGENT][POSITIVE] You have a wonderful day. Thank you for calling APL. Bye bye.