AccountId: 011433970860
ContactId: 768ad418-df35-4f3a-9f6d-8c901d194eb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105800 ms
Total Talk Time (AGENT): 42170 ms
Total Talk Time (CUSTOMER): 44574 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/768ad418-df35-4f3a-9f6d-8c901d194eb1_20250102T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah my name is [PII].
[AGENT][POSITIVE] Hi [PII], how can I help you?
[CUSTOMER][NEUTRAL] Yeah, just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] Oh absolutely I can help you with that. But first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][POSITIVE] Perfect. OK, let me get over here.
[CUSTOMER][POSITIVE] Happy first of the year, right?
[AGENT][NEGATIVE] I know, I can't believe it's [PII].
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number I have is 01849095.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK and her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, I have an effective date of [PII] currently still active.
[AGENT][NEUTRAL] Is there any benefits or anything I can get you as well?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Uh, just looks like we grabbed it at the end of the year, but I just wanna verify you guys start over correct at the beginning of the year, so she'll have not met anything.
[AGENT][NEUTRAL] Uh, let me see if she's on a calendar. She is on a calendar year, yes ma'am.
[CUSTOMER][NEUTRAL] OK, and it looks like we had the deductible of [PII], is that still correct?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, we will pay up to 2000.
[CUSTOMER][NEUTRAL] OK perfect that was everything I was trying to verify. Is there a call reference number for this call?
[AGENT][NEUTRAL] It is just my name [PII], last initial [PII].
[CUSTOMER][POSITIVE] All right sounds good have a good rest of the day.
[AGENT][POSITIVE] You too [PII] thank you for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Uh huh bye bye.