AccountId: 011433970860
ContactId: acc57df0-1396-4f9e-b983-bcae8c20f1d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171160 ms
Total Talk Time (AGENT): 59185 ms
Total Talk Time (CUSTOMER): 63379 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/acc57df0-1396-4f9e-b983-bcae8c20f1d5_20250624T13:26_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] Hi, I'm calling from Baptist Infusion Center. I have a patient that I need to see if the insurance is active.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 972957.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] And that's on policy number 972957.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] OK, that does not match this.
[AGENT][NEUTRAL] What we have in our system. Can you spell the first and last name?
[CUSTOMER][NEUTRAL] The last name is [PII], first name [PII]
[AGENT][NEUTRAL] OK, let me see because it doesn't look like, and her date of birth again, please.
[CUSTOMER][NEUTRAL] I haven't
[CUSTOMER][NEUTRAL] I have another policy number check on this 1 972-961.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So under that plan, she is on here.
[AGENT][POSITIVE] And it looks like planned.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] It's no longer active as of [PII].
[CUSTOMER][NEUTRAL] Because maybe this one was.
[CUSTOMER][NEGATIVE] So it's not active.
[CUSTOMER][NEUTRAL] So you don't have any active cover for her?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK and uh what about and hold on.
[CUSTOMER][NEUTRAL] It is 108346.
[AGENT][NEUTRAL] I'm sorry, you faded out 108.
[CUSTOMER][NEUTRAL] 1083426
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] That did not come up. That's a whole totally different policy.
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEUTRAL] OK, this is another policy?
[AGENT][NEUTRAL] It's a totally different policy for a different person.
[CUSTOMER][POSITIVE] OK perfect thank you so much that's it that'll be all thank you.
[AGENT][POSITIVE] [PII], you're so welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too bye bye.