AccountId: 011433970860
ContactId: 876beb92-d92f-441f-bab9-0f1254aa5600
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155720 ms
Total Talk Time (AGENT): 63769 ms
Total Talk Time (CUSTOMER): 50620 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/876beb92-d92f-441f-bab9-0f1254aa5600_20250122T20:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, um, my name is [PII], and I'm calling from Complete General Care in [PII], and I have a patient that states that he has a cover plan with you guys and I'm just trying to verify that.
[AGENT][NEUTRAL] OK, may I have a callback number please?
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02507164
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and it is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility for this member. It does show that it is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, um, let me see what all I need, um, what is, um, the
[CUSTOMER][NEUTRAL] What is the like is it just the group name just the cobra plan?
[AGENT][NEUTRAL] Let me pull that information up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also, are you needing to verify benefits for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now would you like for a fax back to be submitted to you?
[CUSTOMER][POSITIVE] Yeah, that would work
[AGENT][NEUTRAL] OK. Now for this policy, it is.
[AGENT][NEUTRAL] For American public life. This is a dental plan.
[AGENT][NEUTRAL] It's not stating that it is COR. It's just a indemnity dental plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I guess I can just get that fax back.
[AGENT][NEUTRAL] May I have the fax number, please?
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], I will get that fax submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that is it.
[AGENT][POSITIVE] Well, I do wanna thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] OK thank you you too.
[AGENT][POSITIVE] Thank you, bye.