AccountId: 011433970860
ContactId: 99d58827-a95e-4c59-822c-397241875194
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245279 ms
Total Talk Time (AGENT): 62618 ms
Total Talk Time (CUSTOMER): 82164 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/99d58827-a95e-4c59-822c-397241875194_20250611T16:54_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Nicholas's Hospital today, and I'm calling because we had a patient here with this insurance with the gap insurance, and I just need to verify their eligibility for that day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that. [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] The policy number is 01078915.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and you say you're calling for eligibility?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I show the policy effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, I also need to verify um the same thing for a different patient.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm just pulling that up right now.
[AGENT][NEUTRAL] OK, hold one moment.
[CUSTOMER][NEUTRAL] If you can just give me 1 2nd please.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] I'm sorry, is there a reference number for the previous patient?
[AGENT][NEUTRAL] For both it's gonna be uh my name and today's day for both.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, so this next patient.
[CUSTOMER][NEUTRAL] It is 01, just let me know when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, 01659696.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I do show her policy effective since [PII] and still active, and let me provide you with their updated policy number.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK. Policy number is 246-5783.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APO.
[CUSTOMER][POSITIVE] Thank you, you
[AGENT][NEUTRAL] Bye bye.