AccountId: 011433970860
ContactId: d7a422b7-e072-4b09-8c40-35c8a754bc80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82819 ms
Total Talk Time (AGENT): 36151 ms
Total Talk Time (CUSTOMER): 36290 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/d7a422b7-e072-4b09-8c40-35c8a754bc80_20250115T22:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Lifes. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am calling from human medicine, and we have a patient who is going to be seen in our office on [PII] for mammogram, and I just wanted to see if she had active coverage with her with this secondary insurance. Excuse me.
[AGENT][NEUTRAL] Oh OK, I can take a look at that for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02170723
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you are calling for eligibility today?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Um, OK, I show the policy being effective since [PII] and still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all I need if I could get a call reference number.
[AGENT][NEUTRAL] Yes, to reference the call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much for your help. I appreciate it and hope you have a good day.
[AGENT][POSITIVE] You have a wonderful day yourself and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks bye.