AccountId: 011433970860
ContactId: abfae725-9fd7-4cd6-b39d-a35f5ef8571d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112110 ms
Total Talk Time (AGENT): 47479 ms
Total Talk Time (CUSTOMER): 45631 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/abfae725-9fd7-4cd6-b39d-a35f5ef8571d_20250320T13:36_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider office. I need to verify the eligibility of a patient.
[AGENT][NEUTRAL] I can verify eligibility. Can you spell your first name and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's spelled as [PII] and the policy number is 01471062ML8.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is gonna be.
[CUSTOMER][NEUTRAL] Uh, yeah, it's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Looks like policy termed on [PII]. There is no active policy on file.
[CUSTOMER][NEUTRAL] You mean the policy terminated on [PII], right? [PII].
[AGENT][NEUTRAL] 1
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and there is no active insurance.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else you can I can assist you with today?
[CUSTOMER][NEUTRAL] No, what's your name?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.