AccountId: 011433970860
ContactId: 5b0179fb-cc88-4e59-89d0-45d865f0bf09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196990 ms
Total Talk Time (AGENT): 84722 ms
Total Talk Time (CUSTOMER): 85390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5b0179fb-cc88-4e59-89d0-45d865f0bf09_20250513T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm with Outside Hospital. I'm calling to verify eligibility, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number, where are you? OK. Um, 02406558 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, I'm gonna try to pronounce it. It's [PII] is the first name, um.
[CUSTOMER][NEUTRAL] [PII]. Last name, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Would you like me to spell the name for you? I don't think I pronounce it well.
[AGENT][POSITIVE] Oh, you're fine. I wouldn't be able to pronounce it. So you did better than I would have. Thank you.
[AGENT][NEUTRAL] Um, showing an effective date of [PII], and it showed the policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So, it says [PII]?
[AGENT][NEUTRAL] [PII] and
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, it was not active at time of service, OK.
[AGENT][POSITIVE] And I do show they have an active policy. I'll give you that number if you need it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, yes, let me.
[CUSTOMER][NEUTRAL] Paper, OK, what's that ID?
[AGENT][NEUTRAL] Uh, effective, I'm sorry, policy number 2551257.
[CUSTOMER][NEUTRAL] 125 7. Mhm.
[AGENT][NEUTRAL] Effective [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Alright, and it goes to American Public Life APR?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what's the claim address, please?
[AGENT][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Got it. Is that the group number?
[AGENT][NEUTRAL] Uh, the group number is the same. It's 15185.
[CUSTOMER][NEUTRAL] 15185.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, awesome and uh sorry I didn't catch your name.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] OK, do you provide a reference number for calls?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Today's date? awesome thank you so much [PII] you have a great day.
[AGENT][POSITIVE] Oh, you too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh