AccountId: 011433970860
ContactId: 8806cb01-02bb-4d68-a3c5-561f455dd0f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255100 ms
Total Talk Time (AGENT): 62437 ms
Total Talk Time (CUSTOMER): 82563 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/8806cb01-02bb-4d68-a3c5-561f455dd0f7_20250206T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you, [PII]? Yes, to verify his ability for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm calling from provider's office.
[AGENT][NEUTRAL] Thank you. And may I have a policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, so I have, I have, I have a few accounts. I have the first one is 1326118 ML 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII], let me see, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] OK perfect OK and then I have um another patient as well.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, let me see.
[CUSTOMER][NEUTRAL] Give me one sec, so sorry.
[CUSTOMER][NEUTRAL] Uh policy number is 02447.
[CUSTOMER][NEUTRAL] 408 ML 7.
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK and is your confirmation number, rep number or anything?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date, and my verified eligibility. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, and can I do one more patient, is that OK?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] I'm ready when you are.
[CUSTOMER][POSITIVE] Perfect. I have ID number 02212533ML8.
[AGENT][NEUTRAL] That's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I have date of birth [PII].
[AGENT][POSITIVE] Thank you. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You are so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you have a great day bye bye.