AccountId: 011433970860
ContactId: 531eaa4a-df7e-4f4a-b233-83797836888c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186970 ms
Total Talk Time (AGENT): 44543 ms
Total Talk Time (CUSTOMER): 121360 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/531eaa4a-df7e-4f4a-b233-83797836888c_20250613T17:50_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] OK.
[CUSTOMER][NEUTRAL] Uh, hi, uh, I am calling, uh, this is, uh, from a doctor's office.
[CUSTOMER][NEUTRAL] I'm calling for um.
[CUSTOMER][NEUTRAL] Eligibility of a patient?
[AGENT][NEUTRAL] I can verify your eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, it's, it's just multi plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have that multi plan?
[AGENT][NEUTRAL] May I have the policy number and I'll check.
[CUSTOMER][NEUTRAL] Policy, oh, I have the ID number and group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the name and the date of birth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want the ID number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] There's 80s in the front.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] 102.
[CUSTOMER][NEUTRAL] 6943.
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] You want the Yes, uh, Dia callback number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It only says primary insurance multi plan so I don't know what you know this is the first time we see this.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII], uh first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, may I have the group number? This is not pulling up in our system.
[CUSTOMER][NEUTRAL] OK, group number is B as in boy, C as in Charlie, M as in Mary.
[CUSTOMER][NEUTRAL] 006.
[CUSTOMER][NEUTRAL] 292.
[AGENT][NEUTRAL] That is not our group number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] This this is what, uh, OK, that's fine though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But is this, um, do you have any idea is this under your company the multi plan it only says multi plan that is primary insurance.
[AGENT][NEUTRAL] Yes, no, this would be a secondary and it's American public life.
[CUSTOMER][NEUTRAL] Yes, no, this will be a secondary and it's American.
[CUSTOMER][NEUTRAL] Oh, American Public Life?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And this is only secondary the multi plan.
[AGENT][NEUTRAL] Correct. It will be secondary to any major medical.
[CUSTOMER][NEUTRAL] So and we.
[CUSTOMER][POSITIVE] OK, OK, we'll just ask him tomorrow he'll be here tomorrow. Thank you so much I appreciate it.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so welcome. Thank you for calling American Health Insurance. Have a great day. You too. Bye bye.