AccountId: 011433970860
ContactId: 9b849fb7-941f-4744-9762-99a8850871ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179270 ms
Total Talk Time (AGENT): 62888 ms
Total Talk Time (CUSTOMER): 51205 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/9b849fb7-941f-4744-9762-99a8850871ab_20250527T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I would like to verify eligibility for a patient's upcoming visit.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] That is 02270273 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[AGENT][NEUTRAL] And this member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The policy number is 02564539, and it does show that it is currently active with the effective date of [PII]. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, so that will be the new member ID.
[AGENT][NEUTRAL] That is the the new policy number.
[CUSTOMER][NEUTRAL] Or is that different?
[CUSTOMER][NEUTRAL] OK, the last one having an ML 8 at the end, is that the same for this one or is it just what you provided me with?
[AGENT][NEUTRAL] It's just what I provided you with the ML7 or the ML8 that is indicated on the card, it just distinguished that it's an inpatient or outpatient policy.
[CUSTOMER][POSITIVE] Got it. OK, alright, thank you so much for that.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Is there a reference number?
[AGENT][NEUTRAL] The number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, could you spell your name for me, please?
[AGENT][NEUTRAL] Yes, it is spelled [PII]
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.