AccountId: 011433970860
ContactId: 4edba346-34de-4d56-8c55-1f4d1ca8d019
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149009 ms
Total Talk Time (AGENT): 61669 ms
Total Talk Time (CUSTOMER): 55296 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/4edba346-34de-4d56-8c55-1f4d1ca8d019_20250625T18:04_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] Hi [PII]. My name is [PII]. I'm with Medical University Hospital Authority, and I seem to have a young lady that has you and I need to verify your insurance, please.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] According to this one, slam my head against the wall here.
[CUSTOMER][NEUTRAL] I have 1551671.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You were calling in to verify either benefits or just eligibility.
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] OK, and I can assist you with that. I'm pulling that up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for this policy, you're welcome for this policy, it does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Actually, if you can, I have another one if you, if I could please.
[AGENT][NEUTRAL] OK. May I have that policy number?
[CUSTOMER][NEUTRAL] 203-722037526. You have to apologize. I have it all in the back.
[AGENT][POSITIVE] Oh, it's no problem.
[CUSTOMER][NEUTRAL] I see [PII], apparently she's guarding the front door.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 921 [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for this member, you're calling for eligibility as well, and it does show that it is currently active with the effective date of [PII].
[CUSTOMER][POSITIVE] Alrighty you can have a reference call for the for the for the verification please, ma'am.
[AGENT][NEUTRAL] Yes, the reference will be my first name [PII]. That is spelled [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you very much. You have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][NEUTRAL] You too bye bye.