AccountId: 011433970860
ContactId: 8bafb7eb-805d-46a7-ba20-3a53769eecc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160179 ms
Total Talk Time (AGENT): 45089 ms
Total Talk Time (CUSTOMER): 72679 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8bafb7eb-805d-46a7-ba20-3a53769eecc6_20250107T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. Good afternoon. Uh, my name is [PII], initial of my last name is [PII]. Can I have your initial as well?
[AGENT][NEUTRAL] Uh, it's [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] Appreciate it thank you so much for that. I'm just calling from an outpatient ambulatory center. I have a patient who has a secondary coverage with American Public Life. I just wanted to verify what his um effective date on that plan was.
[AGENT][NEUTRAL] OK. Can you spell your first name for me? Sure.
[CUSTOMER][NEUTRAL] And I have the member's info.
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] So the policy number that we were provided was 024649 and then 93M for Mary, L for Larry, 8.
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, patient's first name is [PII], last name [PII], and date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for that [PII] and you're just checking uh the eligibility information.
[CUSTOMER][NEUTRAL] That's correct. I just wanted to see when they were effective with this plan.
[AGENT][NEUTRAL] OK, let me give you the current policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 246-6.
[AGENT][NEUTRAL] 999.
[AGENT][NEUTRAL] And I show the policy effective date.
[AGENT][NEUTRAL] Give me a moment and I'll have that for you. It's [PII] and the policy is active at this time.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][POSITIVE] OK, perfect, that's exactly what I needed.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Uh, no, that's gonna be it. I just was gonna verify with you if you have a reference number for our call or is it just your name?
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][POSITIVE] Alright, I think that's it thank you for your help I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome, [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You do the same thank you.