AccountId: 011433970860
ContactId: 85e21059-daeb-45c7-80e2-2b669d69a705
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105040 ms
Total Talk Time (AGENT): 33483 ms
Total Talk Time (CUSTOMER): 61640 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/85e21059-daeb-45c7-80e2-2b669d69a705_20250617T18:29_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] and I am calling from a provider's office and I was just wondering if you could let me know if this patient's, um, secondary or gap plan is active and if it would cover um.
[CUSTOMER][NEUTRAL] Uh, follow up or like an office visit for a specialist or injections for pain management.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you, [PII], and that policy number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And then the
[CUSTOMER][POSITIVE] I'm yeah, [PII] correct mhm.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02541546 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth for me, [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Looks like the policy terminated [PII] and the member has no active policy here at American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, um, what was your first name again?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today? My name is [PII].
[CUSTOMER][NEUTRAL] No, that was all I needed to know, OK.
[AGENT][NEUTRAL] And today's data as a reference because unfortunately we don't provide those.
[CUSTOMER][NEUTRAL] Do you give reference numbers?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, that's OK.
[CUSTOMER][POSITIVE] All right perfect thanks so much for checking on that.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, goodbye.