AccountId: 011433970860
ContactId: aa3e5acd-eb6f-4aa3-abdb-f9a3f2c7f7ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148179 ms
Total Talk Time (AGENT): 82841 ms
Total Talk Time (CUSTOMER): 40044 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/aa3e5acd-eb6f-4aa3-abdb-f9a3f2c7f7ac_20250129T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I am trying to verify members eligibility with you guys.
[AGENT][NEUTRAL] All right. May I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Last initial is [PII]
[AGENT][NEUTRAL] Mr. [PII], what's that phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[AGENT][NEUTRAL] All right. And Mr. [PII], what's the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] White Wilson Medical Center.
[AGENT][NEUTRAL] All right. And may I have that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 021.
[CUSTOMER][NEUTRAL] 73602.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] All right. I do see the policy number you gave me and you're calling to see, did she have, do they have coverage with us? Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK, the policy number you gave me in this particular policy terminated uh [PII]. She was a dependent on this policy. I can look to see did they get another policy. Give me one second to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And OK, there we go.
[AGENT][NEUTRAL] OK, Mr. [PII], 217. That's the one you gave me.
[CUSTOMER][NEUTRAL] Let let me pull up the card and take.
[AGENT][NEUTRAL] OK. Uh, look like that's the only active policy they had, uh, was that one and it lapsed [PII]. I don't see any new policy for this particular insured.
[CUSTOMER][POSITIVE] Yes, ma'am. Well, I do appreciate it. Could I get a reference number for the call and that'll be all I need.
[AGENT][POSITIVE] Uh, OK, you're gonna use my name, [PII], and today's date. And thank you for calling American Public Life, Mr. [PII], and you have a Mr. [PII], and you have a great day.
[CUSTOMER][NEUTRAL] And to you as well, OK?
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah