AccountId: 011433970860
ContactId: 61cef13d-86f9-4b82-adc6-32609c887e0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124900 ms
Total Talk Time (AGENT): 49390 ms
Total Talk Time (CUSTOMER): 50326 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/61cef13d-86f9-4b82-adc6-32609c887e0b_20250509T14:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I just need to let you know the entire call will be monitored and recorded for quality and compliance purposes. I am just calling to verify eligibility for a member and to see if you guys keep a COB on file or not.
[AGENT][NEUTRAL] OK, I can help you with that. [PII] [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, it's 01986373.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her account and let me give you her updated policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK, it's 256-648-4.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome and you did say you were calling for eligibility today. I do show this policy has been effective since [PII] and it is still active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and do you guys um keep other insurance information on file or no since you guys are secondary?
[AGENT][NEUTRAL] No, we
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and do you have a reference number?
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect alrighty thank you so much for your help you have a great rest of your day.
[AGENT][POSITIVE] You're welcome you have a wonderful weekend and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.