AccountId: 011433970860
ContactId: 7451161b-07b5-4185-9ee2-8421b22310a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123080 ms
Total Talk Time (AGENT): 52147 ms
Total Talk Time (CUSTOMER): 37978 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/7451161b-07b5-4185-9ee2-8421b22310a0_20250423T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a doctor's office. I see that you're a secondary payer on this patient's Aetna plan.
[CUSTOMER][NEUTRAL] I'm just trying to get some info.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't have a policy number because I'm just looking on availity and you guys are showing a secondary payer.
[AGENT][NEUTRAL] May I have the first and last name?
[CUSTOMER][NEUTRAL] Um, sure. It is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Um, yes, [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. It's [PII].
[AGENT][POSITIVE] Thank you one moment [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] So thank you for verifying that information. It looks like this plan is no longer active as of [PII]. The policy number will be 01350122.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] This plan was effective, [PII] and it turned [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] All right. Well, thanks for your help. I appreciate it.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.