AccountId: 011433970860
ContactId: 51a670b8-68ee-409c-b6e9-a10b1a38fa92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107279 ms
Total Talk Time (AGENT): 35817 ms
Total Talk Time (CUSTOMER): 47169 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/51a670b8-68ee-409c-b6e9-a10b1a38fa92_20250331T19:11_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 calling from the English Children's Outpatient Center. Um, I'm calling to see if a plan that a patient came with on the date of service 3:[PII], which was yesterday, is active.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, that would be 018225.
[CUSTOMER][NEUTRAL] 28 M as in Mary, L 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility.
[CUSTOMER][NEUTRAL] That is correct. I just need to know if the plan is active.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Hopefully that
[AGENT][NEUTRAL] And it does show that the policy is currently active with the effective date of.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Um, is there a reference number for this call?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That'll be all thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.