AccountId: 011433970860
ContactId: ac07256c-2a03-4683-a9cd-83de7e583a81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115099 ms
Total Talk Time (AGENT): 41739 ms
Total Talk Time (CUSTOMER): 50260 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ac07256c-2a03-4683-a9cd-83de7e583a81_20250619T21:23_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] Hi [PII], my name is [PII] and I'm calling to verify eligibility on a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Sure. That is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 01665215
[CUSTOMER][NEUTRAL] M like Mary. L as in Larry, 8.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, you know, since I have you on the line, just to verify, so this is just like a, a gap that picks up or I guess on her primary, uh, deductible or co-insurance or
[AGENT][NEUTRAL] It's, it is a supplemental gap that will, if they have that benefit available, it does pay towards the primary's deductible co-insurance or co-pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, all right then, thank you so much, [PII]. Um, is there a callback number?
[CUSTOMER][NEUTRAL] I'm sorry, a call reference number.
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you bye.
[CUSTOMER][NEUTRAL] Bye bye.