AccountId: 011433970860
ContactId: 9623501c-ea59-417a-a287-539d32a3a856
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280640 ms
Total Talk Time (AGENT): 75008 ms
Total Talk Time (CUSTOMER): 64068 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9623501c-ea59-417a-a287-539d32a3a856_20250602T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], this is [PII]. I am calling to get an eligibility and benefits for a patient.
[AGENT][POSITIVE] Sure, I can help you with eligibility and benefits, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure can, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 02624568.
[AGENT][NEUTRAL] Alright, one moment while I look that up.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh, [PII] date of birth [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date.
[AGENT][NEUTRAL] Of [PII]. Um, did you want to fax back?
[CUSTOMER][NEUTRAL] Yes, what is the correct group number because I'm not, I wasn't able to find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The group number is
[CUSTOMER][NEUTRAL] I don't know which one do you want the fax number first sorry.
[AGENT][POSITIVE] Oh no, no, no, no, I can go ahead and give you the group number it's OK.
[CUSTOMER][NEUTRAL] I kind of interrupted.
[AGENT][NEUTRAL] Uh, it's 70029.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And is it, what is the insurance, uh, the carrier name actually is it American Public Life?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her member ID was it correct what I gave you?
[AGENT][NEUTRAL] Uh yes. 02624568.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just couldn't find it and so I just didn't know if I had those two correct, um, and do you mind if I give you the fax number to fax over her eligibility and benefits also if she has any history?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, and what's the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to verify the fax number I have [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][POSITIVE] [PII]. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just sent that to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any history on this file?
[AGENT][NEUTRAL] I'm looking that up.
[AGENT][NEUTRAL] I don't see any history with us.
[AGENT][NEUTRAL] Let me double check real, yes, because she just got it, um, so she doesn't have any history with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] OK, if there's nothing else I can help you with, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK bye.