AccountId: 011433970860
ContactId: 7ded8ed1-e679-4eb5-9c51-255c9631c70c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133059 ms
Total Talk Time (AGENT): 46308 ms
Total Talk Time (CUSTOMER): 58885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/7ded8ed1-e679-4eb5-9c51-255c9631c70c_20250217T15:46_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 ma'am. My name is [PII]. I'm calling from Med Eye Associates. I just need to confirm or verify one of our patients, um, plan here.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, ma'am. Policy number is
[CUSTOMER][NEUTRAL] 022557
[CUSTOMER][NEUTRAL] 28 M like Mary, L like Lima, number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] For a callback number, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can provide for you today?
[CUSTOMER][NEUTRAL] Um, hold on, ma'am.
[CUSTOMER][NEUTRAL] This um insurance will cover like the copay, deductible, and
[CUSTOMER][NEGATIVE] Other out of pocket costs.
[AGENT][NEUTRAL] Correct. This is their secondary plan. It will pick up the copays, the co-insurance, and our deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] Alright thank you ma'am and lastly, ma'am um can you provide a reference call or reference number for this call?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much ma'am have a good one.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK.