AccountId: 011433970860
ContactId: b2985e4e-1675-4687-a163-01f9d52b2b51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106930 ms
Total Talk Time (AGENT): 44570 ms
Total Talk Time (CUSTOMER): 56331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/b2985e4e-1675-4687-a163-01f9d52b2b51_20250521T13:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a provider's office. Um, I'm calling um because we received an EOB for a patient that um says that his er his, um, coverage was terminated um upon services. I just wanted to verify, um, the, uh, if that's correct, so I can call the member just to let him know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Can I get a callback number for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is, uh, it's kind of like, OK, so the policy number is 01823005 M as in Mary L7.
[AGENT][NEUTRAL] OK. And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you're calling to check uh if the eligibility is correct. Let me make sure there's no other policy on file.
[AGENT][NEUTRAL] OK, so it does look as though this policy did turn on [PII] and there, uh, I don't show any other coverage with us.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, my love, that would be it. Thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too, love. Thank you. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.