AccountId: 011433970860
ContactId: 7e4ff1b8-cda1-4fc4-8ab8-9a98ae32b730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109830 ms
Total Talk Time (AGENT): 45839 ms
Total Talk Time (CUSTOMER): 44764 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/7e4ff1b8-cda1-4fc4-8ab8-9a98ae32b730_20250514T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. My name is spelled [PII] initials and my last name is [PII]. Can I have the initial of your last name if you don't mind?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Thank you. I'm calling on behalf of a patient who uh became admitted to the emergency room. It was just to verify if his uh policy with American Public Life is active.
[AGENT][NEUTRAL] Yeah, I could check that eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. That is a direct line.
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 01372646.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, 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] Perfect, thank you so much. Would you be able to provide me a call reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, not at all thank you so much I hope you have a wonderful day.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.