AccountId: 011433970860
ContactId: a088b5b5-554b-40e1-8126-1670f81a6641
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189479 ms
Total Talk Time (AGENT): 52599 ms
Total Talk Time (CUSTOMER): 67186 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a088b5b5-554b-40e1-8126-1670f81a6641_20250326T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] It is 02501418.
[AGENT][NEUTRAL] May I have the good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The member name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] [PII] and still active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Yes, I do have one more patient. Could you please help?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Mm yeah, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry for the waiting.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, the member ID is 24162.
[CUSTOMER][NEUTRAL] Sorry, it is 02569067.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying it. Policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Thank you so much. And is there any call reference number for this call?
[AGENT][NEUTRAL] It will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you for your help and have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You do the same bye.