AccountId: 011433970860
ContactId: 7cb60026-3aa3-47a1-b72a-1173a028ccfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127519 ms
Total Talk Time (AGENT): 45447 ms
Total Talk Time (CUSTOMER): 46916 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/7cb60026-3aa3-47a1-b72a-1173a028ccfd_20250512T19:56_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, um, my name is [PII]. I'm calling from Pranky Rimmit Company. I'm calling, um, to check eligibility on a mutual member.
[AGENT][NEUTRAL] OK. Is that a provider?
[AGENT][NEUTRAL] Just for
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] It is [PII] and then my extension is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02144068
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes, and, and do to determine if they're primary or secondary.
[AGENT][NEUTRAL] We're always considered secondary or last resort to any insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For this policy, it is showing that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, do you guys require prior authorizations for DME?
[AGENT][NEUTRAL] No pre-op is required.
[CUSTOMER][NEUTRAL] OK, do you have a call reference number for me?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye.