AccountId: 011433970860
ContactId: d6528216-927c-47d9-8fdf-2e1377c2f6f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95669 ms
Total Talk Time (AGENT): 34292 ms
Total Talk Time (CUSTOMER): 56387 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/d6528216-927c-47d9-8fdf-2e1377c2f6f2_20250408T19:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII] my name is [PII]. I'm calling to check eligibility on one of your members.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, that would be 02519628.
[AGENT][POSITIVE] Thank you, [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. Uh, let me get that was recently changed.
[CUSTOMER][NEUTRAL] OK. So that is [PII] also [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, this is for [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Thank you for verify
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] OK. And you guys timely filing to send claim as a secondary payer? Do you know timely filing?
[AGENT][NEUTRAL] There is
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][POSITIVE] OK, perfect. Well, you've been very helpful, [PII]. I thank you for looking into this one for me then, OK?
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] You so
[CUSTOMER][POSITIVE] That was it. Thank you for your time.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like, likewise. Bye.