AccountId: 011433970860
ContactId: c544923f-5952-4636-9ded-bede07e07ac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133910 ms
Total Talk Time (AGENT): 47218 ms
Total Talk Time (CUSTOMER): 56706 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c544923f-5952-4636-9ded-bede07e07ac7_20250611T17:52_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] Hey [PII], my name is [PII]. I'm calling from Saint Francis OBGYN. I think I pressed the right option for you. I'm not sure. I'm trying to, um just verify that this, um, patient, um, her insurance is active.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Um, yes, our number here is [PII].
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] Um, is it gonna be this one that says the this the medical ID or you want the policy slash cert number?
[AGENT][NEUTRAL] Policy cert number.
[CUSTOMER][NEUTRAL] OK, 02282697.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I'm gonna spell the first name[PII].
[CUSTOMER][NEUTRAL] [PII], I can't, I don't know how she pronounced it. I forgot.
[AGENT][NEUTRAL] OK, no problem. And the date of birth, please? Yes.
[CUSTOMER][NEUTRAL] And you need her date of birth too?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And thank you so much, [PII], for verifying the policy you're calling in for eligibility. It does show that the policy is no longer active with the term date of [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] Alrighty well I will go ahead and get that taken off. I appreciate that.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that is it. What was your first name again?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] It is spelled [PII] of [PII] and today's state as the call reference.
[CUSTOMER][POSITIVE] All right, thank you so much love. I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye.