AccountId: 011433970860
ContactId: 67cad8ce-cc57-4eda-a044-680e4aefc8f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141320 ms
Total Talk Time (AGENT): 44108 ms
Total Talk Time (CUSTOMER): 73479 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/67cad8ce-cc57-4eda-a044-680e4aefc8f1_20250401T16:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there. My name is [PII]. I'm with [PII], and I am just calling to get eligibility for this patient's secondary insurance.
[AGENT][NEUTRAL] OK, may I have a callback number please?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] And that extension for me is [PII].
[AGENT][NEUTRAL] Thank you and may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 02541656.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII], and last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility. It does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, I just needed to, uh, let's see. Let me make sure I have the correct.
[CUSTOMER][NEUTRAL] Let's see, it just says um I'm sending the claims to [PII]. Is that correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and the only other thing is I didn't quite catch your name. Can I get that again?
[AGENT][NEUTRAL] Yes, for the reference number, you will use my first name [PII], which is spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] All right. That is perfect. I appreciate your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you bye.