AccountId: 011433970860
ContactId: ae0cd62f-3ea7-48f4-8a6f-d86ca8823874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97779 ms
Total Talk Time (AGENT): 39818 ms
Total Talk Time (CUSTOMER): 44860 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ae0cd62f-3ea7-48f4-8a6f-d86ca8823874_20250625T12:46_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] Um, hi, I was just calling to, uh, check on the eligibility of a patient with, uh, APL insurance.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. The policy is 02292686.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, OK?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] is [PII] [PII] Date of birth [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and it covers uh the it a secondary to her Cigna correct?
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and it normally covers like the co-insurance or copay?
[AGENT][NEUTRAL] It will pick up the copays, the co-insurance and or deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] OK, all right, and can I have a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] OK, you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.