AccountId: 011433970860
ContactId: 813f20e2-788e-4227-ad1f-bcf53e8d6fa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93449 ms
Total Talk Time (AGENT): 41246 ms
Total Talk Time (CUSTOMER): 38971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/813f20e2-788e-4227-ad1f-bcf53e8d6fa6_20250422T21:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII]. My name is [PII]. I'm calling with Integris Baptist Medical Center, and I am needing to uh verify uh if a patient is uh has effective coverage.
[AGENT][NEUTRAL] OK, yeah, I can see if the policy is active, uh, and can I, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] OK, yes, it is uh 02112911.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. um, so this policy is active, effective date was [PII].
[AGENT][NEUTRAL] 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][NEUTRAL] OK and the name of this is AHL or what is it?
[AGENT][NEUTRAL] APL American Public Life.
[CUSTOMER][POSITIVE] OK, APL OK, OK, got it, thank you so much for your help you have a good day that's all I needed.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, is there anything else I could help you with?
[AGENT][POSITIVE] Alright well thanks for giving us a call thank you bye bye.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Thanks bye bye.