AccountId: 011433970860
ContactId: 513f4b9f-579f-4c36-811d-e0e6075f8bdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73379 ms
Total Talk Time (AGENT): 29009 ms
Total Talk Time (CUSTOMER): 30739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/513f4b9f-579f-4c36-811d-e0e6075f8bdf_20250411T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. It's [PII] from Memorial Health Care System. I'm calling because I need to verify if this patient is active with the American Public Life.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] OK, on the card, I have 01842070 ML 7.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then if I can get patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date on here is [PII]. We are their secondary insurance, so this covers deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, so you'll cover the primary benefits for her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.