AccountId: 011433970860
ContactId: c86e0190-f1de-498e-9ee3-a9d5462111ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147649 ms
Total Talk Time (AGENT): 51147 ms
Total Talk Time (CUSTOMER): 72070 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/c86e0190-f1de-498e-9ee3-a9d5462111ca_20250414T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from a pediatric clinic in [PII], and I need to check eligibility for one of our patients, and I don't know if I pushed the wrong button too soon.
[AGENT][NEUTRAL] I can verify eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number, um.
[CUSTOMER][NEUTRAL] Is that the group number on the card if I'm looking at the card?
[AGENT][NEUTRAL] It should say inpatient or outpatient cert number. I'll take the outpatient.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, it is 01696125 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. I have a good callback number for you?
[CUSTOMER][NEUTRAL] Um, uh, yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK. And I'm not seeing her on here. One moment.
[CUSTOMER][NEUTRAL] It should be under her dad [PII].
[AGENT][NEUTRAL] Thank you. Let's see if they have another policy.
[AGENT][NEUTRAL] OK, there she is. So she's actually under the policy number 01861700.
[AGENT][POSITIVE] And this plan is effective.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And send the send everything to the right, the same address and stuff like that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Send the bills to the right same address, OK, but this is the policy number alrighty perfect thank you so much I appreciate your help.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, you're so welcome. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Nope, that's it I appreciate your help thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You you too thanks so much bye bye.