AccountId: 011433970860
ContactId: 77018760-8dc1-4117-a50b-ede301aed723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120480 ms
Total Talk Time (AGENT): 39510 ms
Total Talk Time (CUSTOMER): 72810 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/77018760-8dc1-4117-a50b-ede301aed723_20250603T19:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII] and I'm calling from No Fund Health. [PII], could you pull up this policy and tell me if my patient [PII] still has a medical policy with you guys, please. Thank you.
[AGENT][NEUTRAL] I can verify eligibility caller. May I have a policy number?
[CUSTOMER][NEUTRAL] It's 02519520.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] and that's my direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, so this is a gap policy, right? So there's no preferred network you guys follow the primary guidelines, right? If they pay you guys pay, if they don't, you don't, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and electronic payer ID 0 excuse me, 60801. Is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I have a claims address going to [PII], [PII]. Is that right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Beautiful, um, does your system generate a call reference number I could use one for my notes.
[AGENT][NEUTRAL] The call reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, that works. Thank you, [PII]. I appreciate your help. Have a good day and take care.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too bye bye thanks.