AccountId: 011433970860
ContactId: d56414d4-bfdb-485e-a057-4c8533db0b42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188850 ms
Total Talk Time (AGENT): 74199 ms
Total Talk Time (CUSTOMER): 60783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/d56414d4-bfdb-485e-a057-4c8533db0b42_20250114T15:41_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, this is [PII] calling from provider offer to check the eligibility for the medical coverage.
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], the callback number. And the policy number is 018741117.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, just give me a moment.
[CUSTOMER][NEUTRAL] The patient, first name is [PII], and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[AGENT][NEUTRAL] And this member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is 0257.
[AGENT][NEUTRAL] 9327.
[AGENT][NEUTRAL] It is showing that it's currently active. The effective date is 11 [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and you can provide me the group number?
[AGENT][NEUTRAL] The group number should be the same as the previous, let me pull that up for you.
[AGENT][NEUTRAL] That is 24158.
[CUSTOMER][NEUTRAL] And the same billing address?
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And is there anything else that I can assist you with today on this member?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Uh, you can spell your name for me for documentation purpose.
[AGENT][NEUTRAL] The call reference will be my first name [PII], which is spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. It was nice speaking to you. Have a nice day.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day as well.