AccountId: 011433970860
ContactId: b478ec9e-fe9d-4095-bc8f-de3cc51d24a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217820 ms
Total Talk Time (AGENT): 69396 ms
Total Talk Time (CUSTOMER): 58984 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/b478ec9e-fe9d-4095-bc8f-de3cc51d24a2_20250425T18:57_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, this is [PII] calling from provider's office, checking on eligibility for a member.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure, policy number, before providing you with the policy number, I would like to inform you that this call is being recorded for quality and training purpose. Policy number starts with 142-277 M as Mike L as Lima number 8.
[AGENT][NEUTRAL] And that's 142-277.
[CUSTOMER][NEUTRAL] Yes, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, we're missing a number.
[CUSTOMER][NEUTRAL] Uh, can you search it by the member name and the date of birth?
[AGENT][NEUTRAL] May I have the first and last name, please?
[CUSTOMER][NEUTRAL] Patient first name is [PII].
[CUSTOMER][NEUTRAL] Last name is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can assist you with that. I'm pulling this information up for you now.
[AGENT][NEUTRAL] And for the policy number, it is 14.
[AGENT][NEUTRAL] 222.
[AGENT][NEUTRAL] 77.
[AGENT][NEUTRAL] And for the eligibility, it is shown that it's currently active with the effective date of [PII]. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, help me with the claim mailing address.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Help me with the call reference number.
[AGENT][NEUTRAL] Call reference will be first name [PII], last initial of [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well, [PII].