AccountId: 011433970860
ContactId: 5da39600-9a53-4563-957a-32083707f702
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151160 ms
Total Talk Time (AGENT): 56085 ms
Total Talk Time (CUSTOMER): 65596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/5da39600-9a53-4563-957a-32083707f702_20250204T21:28_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] Uh, hi, [PII]. I'm [PII] calling from Pros office checking on member eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] That is 02435024.
[AGENT][NEUTRAL] So, may I have a good callback number for you?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Sure, my callback number is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII].
[CUSTOMER][NEUTRAL] [PII], that is, sorry, [PII], that is [PII] and last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Uh, I'm just verifying for this year from [PII].
[AGENT][NEUTRAL] OK. So you just need an eligibility. I do apologize. This plan is effective. [PII] and it is active.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much, and can you help me with the claim mailing address as well?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's it. Oh, thank you so much, uh, for helping me with this. And do you have payer ID or I'll leave the mailing address?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][POSITIVE] 60801. Got it. Thank you so much, [PII]. Uh, that's all I have for today. You can help me with the reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you [PII] bye for now.
[AGENT][POSITIVE] See, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] But