AccountId: 011433970860
ContactId: b75b0262-4ea9-431f-9384-688e95ec17f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119220 ms
Total Talk Time (AGENT): 44806 ms
Total Talk Time (CUSTOMER): 59017 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/b75b0262-4ea9-431f-9384-688e95ec17f9_20250424T16:23_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], this is [PII] from Doctor [PII]'s office. We just like to confirm regarding a mutual patient if this insurance is the secondary or supplemental insurance.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02552915 ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you wanted to see what type of coverage uh the patient has. So, this is a supplemental gap policy. It does pay secondary to her major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. All right.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, that will be all. Can I get you call reference number please and your name again and the initial of your last?
[AGENT][NEUTRAL] OK, to reference the call, you will use my name [PII], last name [PII] and today's date.
[CUSTOMER][NEUTRAL] Today's date [PII]. So that would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. How do you spell that again? [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] S
[CUSTOMER][POSITIVE] Oh, [PII]. All right. Thanks, [PII]. Have a good day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day here. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] OK.