AccountId: 011433970860
ContactId: ae2d0241-96f8-4ed1-925e-9ffa3a7b9312
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113419 ms
Total Talk Time (AGENT): 36260 ms
Total Talk Time (CUSTOMER): 59428 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ae2d0241-96f8-4ed1-925e-9ffa3a7b9312_20250527T18:43_UTC.wav
--------------------------------------------
[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 from Western Anesthesiology Associates. I'm just calling to see if a policy is currently active for a patient.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Yep it is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01848518.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, I'm gonna have to spell it. First name is [PII] Last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And for this policy, it is showing 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] That's it and I just wanna double check it as a gap policy, is that correct?
[AGENT][NEUTRAL] Yes, this is a supplemental.
[CUSTOMER][POSITIVE] Perfect and that is all I need and your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, and let me just double check uh the claims address. I have [PII]. Is that accurate?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye.