AccountId: 011433970860
ContactId: 6f64b82b-1f43-499a-b705-8cd3978907d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155149 ms
Total Talk Time (AGENT): 55699 ms
Total Talk Time (CUSTOMER): 74791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/6f64b82b-1f43-499a-b705-8cd3978907d0_20250625T15:50_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] Hi, Ms. [PII]. My name is [PII]. I'm calling from a provider's office, a hospital, um, just to check eligibility on a mutual patient. Is this something you can help me with?
[AGENT][NEUTRAL] Yes, may I please have a callback number?
[CUSTOMER][NEUTRAL] Sure, my direct line is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Of course, I have, let's see.
[CUSTOMER][NEUTRAL] In hospital, I guess I got to give you the outpatient. So it's 02506454 M for Mary, L for Larry, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. I can assist you with that. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, do you know if there's any termination date on the member's policy?
[AGENT][NEUTRAL] No, it's currently active.
[CUSTOMER][NEUTRAL] OK, but there's no termination date on your end?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, um, and lastly, is this a supplemental or a secondary insurance?
[AGENT][NEUTRAL] This is their supplemental or secondary, yes.
[AGENT][NEUTRAL] To their major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, so this plays as a supplemental plan, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, I did not know. And do you guys require authorization being a secondary or supplemental plan?
[AGENT][NEUTRAL] No office required.
[CUSTOMER][NEUTRAL] Good to know. Um, I think that's it. Um, do you mind if, if I ask you how do you spell your name and a reference number for today's call? Thank you for answering my questions.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh, it's no problem. I'm here to assist you. And for the call reference, it will be my first name [PII], which is spelled [PII]
[AGENT][NEUTRAL] [PII] with the last initial of [PII] in today's date.
[CUSTOMER][POSITIVE] Got it. Thank you so much. I appreciate your time.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.