AccountId: 011433970860
ContactId: ab40591a-b682-470a-80b9-78e8a259db2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97919 ms
Total Talk Time (AGENT): 42569 ms
Total Talk Time (CUSTOMER): 46643 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ab40591a-b682-470a-80b9-78e8a259db2c_20250121T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, I'm calling just to verify that this plan is active for a patient um can you help me with that? Just eligibility?
[AGENT][NEUTRAL] May I please have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my name is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yeah, her policy number is 02370411.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility. I am pulling that up for you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you and is this like a um a secondary insurance like whatever Blue Cross Blue Shield doesn't pay, um, you will pay is that what this is kind of like I've never heard of this insurance.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is a supplemental policy, so it is the last resort of any insurance.
[CUSTOMER][POSITIVE] Uh, OK, great.
[AGENT][NEUTRAL] And for the eligibility, it does show that it is currently active. The effective date is [PII]. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, can I just get a confirmation number and that'll be it.
[AGENT][NEUTRAL] That will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.