AccountId: 011433970860
ContactId: b54a0bc3-462f-4771-a9f2-6ff5b0dffbb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91279 ms
Total Talk Time (AGENT): 39427 ms
Total Talk Time (CUSTOMER): 34057 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/b54a0bc3-462f-4771-a9f2-6ff5b0dffbb7_20250226T20:49_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, good afternoon, my name is [PII] and I'm calling from Chris's Trinity Clinic. I just need eligibility only of a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] That is 02563472.
[CUSTOMER][NEUTRAL] Is this the number that we need to use instead of the medical ID?
[AGENT][NEUTRAL] For us, yes, but for the, for web TPA you will use the num the number that starts with the letter D.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's going to be [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member. It does show that it's currently active. The effective date is [PII]. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just the reference number please.
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, I appreciate that ma'am.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.