AccountId: 011433970860
ContactId: a1f24d6b-012d-4268-a480-e1b402e26f47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105470 ms
Total Talk Time (AGENT): 19910 ms
Total Talk Time (CUSTOMER): 59800 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/a1f24d6b-012d-4268-a480-e1b402e26f47_20250313T12:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I wanna make sure that this patient still has, um, the, this insurance.
[AGENT][POSITIVE] OK, well, I can definitely assist.
[CUSTOMER][POSITIVE] I'm still in force.
[AGENT][NEUTRAL] OK, well, I can assist you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. My contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] And I have well I have a group number of 70019.
[AGENT][NEUTRAL] Do you have the member's ID card there?
[CUSTOMER][NEUTRAL] I have no I have his ID number it's uh 02552755.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And then I can also no I don't have a social but.
[AGENT][NEUTRAL] Oh no, it's OK. The 02 number was the the policy number.
[CUSTOMER][NEUTRAL] Oh, let me look at his imaging and see if he gave us a card or uh new document here we go, um.
[CUSTOMER][NEUTRAL] Here's insurance card. Let me look. I know that's something else. American Public Life. Alright, here we go. Policy certificate number, yeah, there it is, 022 and then there's a group number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Carrington
[CUSTOMER][NEUTRAL] Are you looking him up?