AccountId: 011433970860
ContactId: d11cb463-197c-4e4a-a981-a6a2e86e0cbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215309 ms
Total Talk Time (AGENT): 58290 ms
Total Talk Time (CUSTOMER): 94975 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d11cb463-197c-4e4a-a981-a6a2e86e0cbd_20250123T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Yes sir and how can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to verify the eligibility of the two of our patients.
[AGENT][NEUTRAL] Oh absolutely I can help you with that. Uh, but first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Uh, the callback number would be [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number would be, um, give me one second while I find that.
[CUSTOMER][NEUTRAL] We have a tax ID number. Would that work?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Are you, is this, uh, are you looking to see if you're in network with us or you're looking for eligibility for a policy, um, you a member?
[CUSTOMER][NEUTRAL] No. Um.
[CUSTOMER][NEUTRAL] Uh well
[CUSTOMER][NEUTRAL] For a member.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And they would have a tax ID?
[CUSTOMER][NEUTRAL] Yeah, because this, I'm
[CUSTOMER][NEUTRAL] Yeah, cause we're, I'm calling in regards for uh the SLV health for 2 for 2 patients.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Do you have their social?
[CUSTOMER][NEUTRAL] There, 00, you're asking for their policy number. I am so sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] I'm sorry. Oh my [PII]. OK, let me, let me pull that up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so the policy number is gonna be 02154266.
[AGENT][NEUTRAL] OK, and their name?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][NEUTRAL] OK and her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Perfect, um, an effective date of [PII] currently still active.
[CUSTOMER][POSITIVE] Active. All right, perfect.
[CUSTOMER][NEUTRAL] And may I get a uh reference number?
[AGENT][NEUTRAL] It is just my name [PII], last initial [PII].
[CUSTOMER][POSITIVE] Right. Perfect. And um
[CUSTOMER][NEUTRAL] And then and then I have one more if I could check as well.
[AGENT][POSITIVE] OK, absolutely.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then the policy number for this one would be.
[CUSTOMER][NEUTRAL] 01846390
[AGENT][NEUTRAL] And uh patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and date of birth?
[CUSTOMER][NEUTRAL] A net, yeah.
[CUSTOMER][NEUTRAL] Date of birth would be [PII].
[AGENT][POSITIVE] Perfect. And an effective date of [PII] currently still active.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much.
[AGENT][POSITIVE] No problem anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, that'd be it.
[AGENT][POSITIVE] Alright you have a great rest of your day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Uh huh bye bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.