AccountId: 011433970860
ContactId: 761cc3f9-e064-484f-9b4a-7c2732dc4cce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104500 ms
Total Talk Time (AGENT): 42222 ms
Total Talk Time (CUSTOMER): 50128 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/761cc3f9-e064-484f-9b4a-7c2732dc4cce_20250401T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Good afternoon. I am calling from a provider's office and I'm trying to check eligibility for one patient um with American Public Life Insurance.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. What was your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. Uh, last name initial [PII] and title is infusion coordinator.
[AGENT][NEUTRAL] Got you. OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. That's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. That is 02295812.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, and got you. What was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Number 8 and that.
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] OK then thank you so much I appreciate your help.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No. Have a good day. Bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.