AccountId: 011433970860
ContactId: a685f76a-aba8-477d-9d2e-07172b03b248
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135699 ms
Total Talk Time (AGENT): 69071 ms
Total Talk Time (CUSTOMER): 32538 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/a685f76a-aba8-477d-9d2e-07172b03b248_20250428T16:24_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] Uh, yes, I'm calling to verify coverage and get um claim uh submission information if I could please.
[AGENT][NEUTRAL] I'll be happy to verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have 949198.
[AGENT][POSITIVE] Thank you. May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And that was policy number 949198.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment and thank you for verifying that information. Let me get this pulled up.
[AGENT][NEUTRAL] And it looks like.
[AGENT][NEUTRAL] Policy is effective [PII] and it is active. And would you like the claim's mailing address?
[CUSTOMER][POSITIVE] Uh, that, and if you have a payer ID, that'd be perfect.
[AGENT][NEUTRAL] Yes, the payer ID is 60801.
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alrighty, that was the information I needed. Is there a reference number for our call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Perfect, thanks again for all your help. I hope you have a good rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks