AccountId: 011433970860
ContactId: c8f9c243-59e0-44c8-8e6d-da5f5c2fd87d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184630 ms
Total Talk Time (AGENT): 82339 ms
Total Talk Time (CUSTOMER): 94591 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/c8f9c243-59e0-44c8-8e6d-da5f5c2fd87d_20250424T15:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm a provider calling about the eligibility of a patient.
[AGENT][NEUTRAL] I can help you with that. May I have your name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, what exactly, um, never mind, let me go back up.
[CUSTOMER][NEUTRAL] It is 1369.
[CUSTOMER][NEUTRAL] 38 7.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you said you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show that this policy is still active. Let me give you his um updated policy number, his most current policy number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's 224.
[AGENT][NEUTRAL] 0487.
[AGENT][NEUTRAL] And the policy has been effective since [PII]. It's still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, let me, one moment, let me grab my paper just to make sure I got everything.
[CUSTOMER][NEUTRAL] Um, does he have any co-pays with this one?
[AGENT][NEUTRAL] Uh, so is he coming in for a physician office visit?
[CUSTOMER][NEUTRAL] Yeah, this is a primary care office.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Uh, this policy would not cover the physician office visit co-pay. Um, if he has other treatment rendered in the office, uh, he does have a benefit that will pay up to $7900 a calendar year towards the other treatment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah I think so.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 3391.
[CUSTOMER][NEUTRAL] You have.
[CUSTOMER][NEUTRAL] OK, yeah, he has two insurances. I was just calling on this one, and then can I please have um your first name and last initial?
[AGENT][NEUTRAL] My first name is [PII] Last name [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right and do you have a reference number for me?
[AGENT][NEUTRAL] to reference the call you'll use my name in today's date.
[CUSTOMER][NEUTRAL] one thing
[CUSTOMER][NEUTRAL] OK, would I do, um, [PII] or just, um, [PII]?
[AGENT][NEUTRAL] It's up to you. We don't do last name, uh, last initials.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right looks like that's all I need.
[AGENT][POSITIVE] OK, you have a wonderful day, [PII]. You have, thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.