AccountId: 011433970860
ContactId: 92172d70-7038-44af-8993-a25a5934a7aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145270 ms
Total Talk Time (AGENT): 62611 ms
Total Talk Time (CUSTOMER): 38101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/92172d70-7038-44af-8993-a25a5934a7aa_20250115T17:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm calling to verify a member's eligibility. Can you assist me please?
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] That's a direct line.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] D as in dog 43510931
[AGENT][NEUTRAL] OK, that the number is not our policy number. It starts with a 01 or 02. Do you have the image of the card with you?
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 763-76
[AGENT][NEUTRAL] And you're calling from the provider's office?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] You should
[CUSTOMER][NEUTRAL] Yes ma'am, does she have um.
[CUSTOMER][POSITIVE] A full medical benefit.
[AGENT][NEUTRAL] This is considered an indemnity policy, which is a limited benefit.
[CUSTOMER][NEUTRAL] Can you verify the claim's address?
[AGENT][NEUTRAL] Yes, the mailing address is [PII].
[AGENT][NEUTRAL] Apologize.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My system froze. I apologize for that. It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty thank you and this is multi a multi plan correct?
[AGENT][NEUTRAL] Yes, we do go through the multiplayer network.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.