AccountId: 011433970860
ContactId: 5e4bd59d-388e-4018-8bd0-13fc0b9fb3e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117680 ms
Total Talk Time (AGENT): 30057 ms
Total Talk Time (CUSTOMER): 63771 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/5e4bd59d-388e-4018-8bd0-13fc0b9fb3e4_20250605T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Beach Family Medical. I'm trying to verify coverage and also see if we're participating in this particular plan.
[AGENT][NEUTRAL] Hi, could I get your name and a good callback number and I can help you verify coverage.
[CUSTOMER][NEUTRAL] Sure it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do 025.
[CUSTOMER][NEUTRAL] 855-05
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy terminated [PII], and I don't show any active coverage on file.
[CUSTOMER][NEUTRAL] [PII] term.
[CUSTOMER][NEGATIVE] And you don't see anything new.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That was the one that was the one through the light through the um.
[CUSTOMER][NEUTRAL] Uh, which one was this one? This was the multiplan American Public Life Insurance.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And it it terminated. OK, so it was only it was only in effect like 3 months.
[AGENT][NEUTRAL] Yeah, effective date was [PII].
[CUSTOMER][NEUTRAL] For 2 months, yeah.
[CUSTOMER][NEUTRAL] OK, so you don't see anything in it, so it was started in [PII] and ended uh [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, may I have a reference number please, [PII]?
[AGENT][NEUTRAL] Reference number is my name [PII], first initial to last name [PII], and today's date. And anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No thank you that's it thank you so much.
[AGENT][POSITIVE] Thanks for