AccountId: 011433970860
ContactId: c4c28cc1-bc93-4031-9c8b-58e03d9bfc6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125779 ms
Total Talk Time (AGENT): 47738 ms
Total Talk Time (CUSTOMER): 50185 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/c4c28cc1-bc93-4031-9c8b-58e03d9bfc6a_20250113T15:34_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, this is, this is [PII] calling from the product office.
[AGENT][NEUTRAL] How may I help you today, [PII]?
[CUSTOMER][NEUTRAL] I want to take the eligibility of a patient.
[AGENT][NEUTRAL] I can verify your eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh 0202.
[CUSTOMER][NEUTRAL] 461
[CUSTOMER][NEUTRAL] 4 ML.
[CUSTOMER][NEUTRAL] It
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, uh, [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] And uh what is the plan name?
[AGENT][NEUTRAL] Metlink, [PII]
[CUSTOMER][NEUTRAL] And do you cover proper coinsurance or deductible?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, do you cover primary, coinsurance or deductibles?
[AGENT][NEUTRAL] This plan will pick up the copays, the co-insurance, and our deductibles up to the benefit amount.
[CUSTOMER][POSITIVE] Oh, thank you so much. That's all I need. Can I get your reference for you?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much and have a nice day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You