AccountId: 011433970860
ContactId: 961a6f7d-c5e1-4c12-8ac8-78096e6c0a57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90949 ms
Total Talk Time (AGENT): 46331 ms
Total Talk Time (CUSTOMER): 36655 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=3.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/961a6f7d-c5e1-4c12-8ac8-78096e6c0a57_20250317T18:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling to check eligibility for a patient and then to check to see if they are authorization as a secondary.
[AGENT][NEUTRAL] OK, I can. OK, I can take a look at that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the uh data, I'm sorry, the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02449811.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you're calling for eligibility and to see if preauth is required.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I show this policy effective [PII] and still active. Uh, the policy does not require pre-authorization.
[CUSTOMER][POSITIVE] Perfect. Is it uh like a hospital indemnity or like a gap insurance type situation?
[AGENT][NEUTRAL] Is there anything else I can help you?
[AGENT][NEUTRAL] It's a supplemental gap insurance.
[CUSTOMER][POSITIVE] Perfect. OK, can I just get a call reference number?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you'll use my name [PII] today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your time I appreciate it.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][NEUTRAL] Bye.