AccountId: 011433970860
ContactId: 6ee57d18-8a9b-444b-a6e4-8864c5ec3e10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159529 ms
Total Talk Time (AGENT): 48898 ms
Total Talk Time (CUSTOMER): 47163 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/6ee57d18-8a9b-444b-a6e4-8864c5ec3e10_20250429T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from the Chattanooga Orthopedic Group. I'm calling to verify a patient who had for secondary insurance.
[AGENT][NEUTRAL] OK. And did you say your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] With an [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I do apologize, it's kind of echoing.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][POSITIVE] Oh, that's a good question.
[CUSTOMER][NEUTRAL] see a policy number on here.
[AGENT][NEUTRAL] Are you looking at the ID card?
[CUSTOMER][NEUTRAL] Yes. So it's 022.
[CUSTOMER][NEUTRAL] 6430.
[CUSTOMER][NEUTRAL] 79 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][NEUTRAL] I just to make sure she's eligible.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Like the plan is active.
[AGENT][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] And for this member you're calling in for eligibility, it does show that it's no longer active. The term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEGATIVE] No, not at all.
[CUSTOMER][NEUTRAL] And the reference number for the call.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Sure, the reference number would be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye.