AccountId: 011433970860
ContactId: c707032a-ac76-4b80-998c-f589090db516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168580 ms
Total Talk Time (AGENT): 52342 ms
Total Talk Time (CUSTOMER): 70220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/c707032a-ac76-4b80-998c-f589090db516_20250505T15:19_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 [PII], my name's [PII] and I'm calling from UW Health Patient Financial Services in [PII], and I needed to verify um eligibility for a member.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Sure, um, our phone number is, uh, let's see, I can, uh, [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] She gave me D as in dog, 43302344.
[AGENT][NEUTRAL] OK, that one's not our policy number, do you have the members social?
[CUSTOMER][NEUTRAL] I do. Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the 1st 3 numbers I didn't get the phone went out.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you verify the date of birth for me please?
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[AGENT][NEUTRAL] And I did pull that member up. Are you ready for the policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is 02596312.
[CUSTOMER][NEUTRAL] And her effectively.
[AGENT][NEUTRAL] And it's showing that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, she says it's called, I guess where we send multiplan or what is the name of this insurance?
[AGENT][NEUTRAL] This is American Public Life.
[AGENT][NEUTRAL] And it is an indemnity policy, which is a limited benefit, and it does, you can look through the multi-plan network.
[CUSTOMER][NEUTRAL] Multiple plan.
[CUSTOMER][NEUTRAL] OK, and I just wanna confirm we send claims to [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, I, that's all I needed to confirm.
[AGENT][POSITIVE] OK, well I do wanna thank you so much for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.