AccountId: 011433970860
ContactId: a65bad40-de07-4aa6-a1cf-c7ff32215736
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188429 ms
Total Talk Time (AGENT): 60169 ms
Total Talk Time (CUSTOMER): 80791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a65bad40-de07-4aa6-a1cf-c7ff32215736_20250129T14:54_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] calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] I'm sorry. Can you please repeat yourself?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 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] Yes. Yeah, one moment.
[CUSTOMER][NEUTRAL] It is 196-4185.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] with extension [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This policy termed 111-2022, there is no active policy on file.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 111 of 2022, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you. Could you please spell your name for me?
[AGENT][NEUTRAL] [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Also, I do have one more question. Could you please help?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] I have a policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It is 60801.
[AGENT][NEUTRAL] That is our payer ID.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh, it is 02549402.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][POSITIVE] Policies effective.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][POSITIVE] Thank you so much. And is there any call reference number for this call?
[AGENT][NEUTRAL] It will be my name and 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. Stay safe, bye.
[CUSTOMER][NEUTRAL] Yeah