AccountId: 011433970860
ContactId: 931d73dd-4b73-4437-8259-fabc47cdf6d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324829 ms
Total Talk Time (AGENT): 86627 ms
Total Talk Time (CUSTOMER): 114752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/931d73dd-4b73-4437-8259-fabc47cdf6d7_20250528T13:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from office to check patient's medical eligibility. Could you please help me in that?
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] I have 3 patients to check with. The first patient's ID is 1861694.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you spell your name for me?
[AGENT][NEUTRAL] May I have the patient's name?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] Thank you. And the patient's name, [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, can you please check the group number and group name?
[AGENT][NEUTRAL] The group number is 23137 Tropic Ocean Airways LLC.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you're ready, shall I move to the next number?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] 212-6189
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you check for group number and group name for this one also?
[AGENT][NEUTRAL] Group number is 25031.
[AGENT][NEUTRAL] Group name is S A V I T A R Inc.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Please let me know when you're ready for the next month.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, the next number ID is 02583291.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] One moment. The patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, that is not what we have for this policy number.
[CUSTOMER][NEUTRAL] The policy number is 02583291, is that right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] One moment, let me check for cards.
[CUSTOMER][NEUTRAL] If possible, can you check with the name and date of birth only?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] If possible, can you able to check with the name and date of birth only?
[AGENT][NEUTRAL] The name and date of birth is not on this policy.
[CUSTOMER][NEUTRAL] But maybe for a spouse.
[AGENT][NEUTRAL] OK. What's the spouse's name?
[CUSTOMER][NEUTRAL] He may be dependent fully.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is on the policy only.
[CUSTOMER][NEUTRAL] OK, [PII] is not on the policy you're saying, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, may I get the call reference for this call?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much for your help have a great day bye bye.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.