AccountId: 011433970860
ContactId: 9e8d6be1-7285-4205-b86a-05e1c15bac3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136339 ms
Total Talk Time (AGENT): 44208 ms
Total Talk Time (CUSTOMER): 60609 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/9e8d6be1-7285-4205-b86a-05e1c15bac3a_20250114T22:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just needing to verify that a plan is um active.
[AGENT][NEUTRAL] OK, I'm happy to verify eligibility today. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh huh it's 01749315.
[AGENT][NEUTRAL] Pull this up here and if you don't mind, can I grab your first name and a call back?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you so much. So patient plan is active. The effective date on this is [PII], it looks like a 24.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Billing purposes, um, what is your payer ID?
[AGENT][NEUTRAL] Uh, payer ID is gonna be 60801.
[CUSTOMER][NEUTRAL] And it's American Public Life, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then what is your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] First initial to your last name?
[AGENT][NEUTRAL] It's gonna be [PII] and that's the call reference with today's date.
[CUSTOMER][NEUTRAL] You said with today's date, OK, [PII]. OK, great, thank you.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too mhm bye bye.
[AGENT][NEUTRAL] Bye bye.