AccountId: 011433970860
ContactId: 73f67136-5a8d-4f78-9ea7-e3bba492cae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117519 ms
Total Talk Time (AGENT): 48479 ms
Total Talk Time (CUSTOMER): 38962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/73f67136-5a8d-4f78-9ea7-e3bba492cae0_20250417T15:29_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 [PII], my name is [PII]. I am calling from the University of Kansas Health Systems, and I am trying to verify eligibility and see if I have the correct claim mailing address on file.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] It is 01904327.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and correct mailing address?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK, I can assist you with that. I'm pulling that up for you now.
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. It does show that it is currently active with the effective date of [PII].
[AGENT][NEUTRAL] And in regards to the mailing address, that mailing address is [PII].
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I appreciate all of your help and information. Do I just use your name in today's date as a reference number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, uh, you have a great day.
[AGENT][POSITIVE] You're so welcome and thank you so much for calling American Public Life, Nona. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you, goodbye.
[AGENT][NEUTRAL] Bye bye.