AccountId: 011433970860
ContactId: 6f97babe-4ffd-40cf-a779-b20531b533c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106220 ms
Total Talk Time (AGENT): 45331 ms
Total Talk Time (CUSTOMER): 42550 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/6f97babe-4ffd-40cf-a779-b20531b533c4_20250616T16:29_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, my name is [PII]. Um, I am calling to verify a patient's eligibility and then also if they are eligible to um see if prior authorization is required for some imaging.
[AGENT][NEUTRAL] OK, may I please have a callback number and then the policy number.
[CUSTOMER][NEUTRAL] Yeah, good call back number it's [PII].
[CUSTOMER][NEUTRAL] And the policy number it's 018.
[CUSTOMER][NEUTRAL] 287-76
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and to see if prior all this required. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And for this policy, it is currently active with the effective date of [PII] and no pre-authors required.
[CUSTOMER][POSITIVE] OK, all right, thank you so much. You said your name was [PII]?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] It's [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it is spelled [PII] with [PII] and today's date as the call reference. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that is all thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye.