AccountId: 011433970860
ContactId: 6c2747e6-cb79-460f-b207-844a7d7c302e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105319 ms
Total Talk Time (AGENT): 46837 ms
Total Talk Time (CUSTOMER): 45423 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/6c2747e6-cb79-460f-b207-844a7d7c302e_20250514T14:55_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office, Rothman Orthopedics. Uh, we have a patient coming in tomorrow and I'm just calling to check eligibility, um, and whether or not we are in or out of network with this specific insurance.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, policy number he gave me is 02451963.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh first name is uh [PII]. It's [PII], uh last name [PII], [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying this information. This product is not administered by APL. You would need to contact Web TPA and I'll give you the number.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. Would you like me to transfer you over?
[CUSTOMER][POSITIVE] Yeah, if you don't mind, thank you so much.
[AGENT][POSITIVE] I will, and [PII], thank you for calling American Public Life. Have a great day. One moment. Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Click next.
[AGENT][NEUTRAL] [PII].