AccountId: 011433970860
ContactId: d5dfcfae-6735-4bbb-bf0d-d168561ea649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227940 ms
Total Talk Time (AGENT): 70820 ms
Total Talk Time (CUSTOMER): 85306 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/d5dfcfae-6735-4bbb-bf0d-d168561ea649_20250522T17:20_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, my name is [PII]. I'm calling from provider's office to check patient's medical eligibility. Is this possible to have?
[AGENT][NEUTRAL] OK, may I please, could you please spell your name for me?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII] and it is spelled out like [PII]
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] I do have the policy number here. It is.
[CUSTOMER][NEUTRAL] 1071066
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], OK. It is [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits for this member?
[CUSTOMER][NEUTRAL] Um, yes, I just need the Medicare eligibility and all the benefits.
[AGENT][NEUTRAL] OK, so for this policy you're calling in for eligibility and thank you so much [PII] for verifying the policy. It does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, is there any group name or any group number for this member's policy?
[AGENT][NEUTRAL] Let me get that for you.
[AGENT][NEUTRAL] The group number is 17371.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the group name?
[AGENT][NEUTRAL] The group name is First Baptist Western Christian Academy.
[CUSTOMER][NEUTRAL] It is First Baptist Christian Academy.
[AGENT][NEUTRAL] First Baptist Weston, W E S T O N.
[AGENT][NEUTRAL] Christian Academy.
[CUSTOMER][NEUTRAL] OK. It is First Baptist, W E S C Y N Western Christian Academy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] Yes, it is spelled [PII]
[AGENT][NEUTRAL] [PII] with the last initial of [PII] in today's date as the call reference.
[CUSTOMER][NEUTRAL] Mhm. OK. It is [PII] and the last name initial is [PII].
[CUSTOMER][NEUTRAL] And your name on today's date is my call reference.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life. Yes, go ahead.
[CUSTOMER][NEUTRAL] Uh, one last one.
[CUSTOMER][NEUTRAL] One moment, one last confirmation. So this member's policy, you said the effective date is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Got it. Thank you. Thank you so much for the confirmation.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] OK. Bye.
[AGENT][NEUTRAL] Like