AccountId: 011433970860
ContactId: 7fa4de6f-7382-47fe-adaf-6531a0ce3ed5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180970 ms
Total Talk Time (AGENT): 56921 ms
Total Talk Time (CUSTOMER): 62816 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7fa4de6f-7382-47fe-adaf-6531a0ce3ed5_20250318T14:14_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, [PII]. My name is [PII]. I'm calling to see um if the patient is eligible at this time.
[AGENT][NEUTRAL] OK, you're calling from the provider's office?
[CUSTOMER][POSITIVE] Yes, facility, actually, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 01845124 ML 7
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Um, let me go back to a new policy number. OK, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The policy number is 02.
[AGENT][NEUTRAL] 50.
[AGENT][NEUTRAL] 689 2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it does show that that policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Um, let me go back to that.
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] Is authorization required for um if this is secondary?
[AGENT][NEUTRAL] No all this required.
[CUSTOMER][NEUTRAL] It is required?
[AGENT][NEUTRAL] No, all is required.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I'm sorry because I was getting feedback you said the office is not required.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. All [PII]. Um, can I have your first name again with your last name initial and a reference number for this call, please?
[AGENT][NEUTRAL] Yes, the call reference would be my first name, [PII] spelled [PII]
[AGENT][NEUTRAL] [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK. All right, thank you, so good that'll be it.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye.