AccountId: 011433970860
ContactId: 9f4bd245-3f01-440f-a9dd-8b00dc65a8df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76370 ms
Total Talk Time (AGENT): 35753 ms
Total Talk Time (CUSTOMER): 30242 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/9f4bd245-3f01-440f-a9dd-8b00dc65a8df_20250606T19:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Sir, hi, this is [PII] calling from Homestead Hospital's pre-registration department. How are you?
[AGENT][NEUTRAL] Good, [PII]. How are you?
[CUSTOMER][NEUTRAL] Good call just to get benefits for a patient. They have this as um supplement insurance to their Medicare, as the American Public Life plan here. you get effective dates and the
[CUSTOMER][NEUTRAL] Make sure I have the correct billing address.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, absolutely. What's the policy number you have?
[CUSTOMER][NEUTRAL] I have 01896512.
[AGENT][NEUTRAL] All right. And then if I can get uh their name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, so it looks like the effective date on the policy is [PII]. The policy has terminated as of [PII]. Looks like the member does not have any other active coverage with us.
[CUSTOMER][POSITIVE] OK, alrighty, great, thank you for help and I appreciate it. I'll let them know. Have a good day now.
[AGENT][POSITIVE] You're welcome, [PII]. All right. Bye-bye. You too.