AccountId: 011433970860
ContactId: 69b437bb-490a-4955-af8b-6fe8a2093967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127540 ms
Total Talk Time (AGENT): 62166 ms
Total Talk Time (CUSTOMER): 65418 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/69b437bb-490a-4955-af8b-6fe8a2093967_20250109T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is, uh, [PII]. I'm calling from, um, a surgery center to just to verify eligibility for a patient.
[AGENT][POSITIVE] OK, I can help you with that. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yeah my direct number is [PII].
[AGENT][NEUTRAL] Thank you. And you said your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], where did I get [PII]? Oh, I'm sorry. OK. OK. OK, [PII], could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] She's the policy holder.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 4 M as in Mike. L as in Larry 8.
[AGENT][NEUTRAL] OK, your phone started to cut out, so if I could get those, that's OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Let me start again. 02370334 M as in Mike, L as in Larry, 8.
[AGENT][POSITIVE] OK, thank you so much. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show the policy effective since [PII] and still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do we bill you guys directly or is this something that automatically kicks in with her her primary plan, or?
[AGENT][NEUTRAL] So you would have to submit the claim directly with the primary's explanation of benefits.
[CUSTOMER][NEUTRAL] OK, um, and is there a, uh, billing address for you guys or an address?
[AGENT][NEUTRAL] Billing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful thank you so much for your help you have a great rest of your day.
[AGENT][POSITIVE] You're welcome, [PII]. Have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.