AccountId: 011433970860
ContactId: be07cefe-f225-4d81-811f-8c71dd991c78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125290 ms
Total Talk Time (AGENT): 45694 ms
Total Talk Time (CUSTOMER): 48923 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/be07cefe-f225-4d81-811f-8c71dd991c78_20250130T18:52_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] Uh, hi there, how are you?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm doing good thank you for asking. I'm just calling for uh an eligibility for a patient please if you can please check for me.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and then a callback number is uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 15844.
[AGENT][NEUTRAL] 15844, that's all the numbers you have?
[CUSTOMER][NEUTRAL] Yeah, that's the group number and then I do have a subscriber ID.
[AGENT][NEUTRAL] OK, I don't need the group number. I need the member's policy number.
[CUSTOMER][NEUTRAL] Sure. It is 0204.
[CUSTOMER][NEUTRAL] 5164.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and it is um uh [PII].
[AGENT][POSITIVE] Thank you, and you're calling in for eligibility for this member I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][NEUTRAL] You're welcome. This policy is showing that it's currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, yeah, mhm, yeah, if you can please fax over the information.
[AGENT][NEUTRAL] You needing a fax back. May I have that fax number please?
[CUSTOMER][NEUTRAL] Yep it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's all that's all. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.