AccountId: 011433970860
ContactId: d8518e9d-2f26-41cd-83b1-436a355fa5bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96169 ms
Total Talk Time (AGENT): 39031 ms
Total Talk Time (CUSTOMER): 42763 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/d8518e9d-2f26-41cd-83b1-436a355fa5bb_20250310T14:46_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]. I'm calling with Washington University internal medicine. We just need to verify eligibility for a patient.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] 02542891
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility. It does show that it's currently active. The effective date is [PII]. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just need to verify that this is the secondary insurance.
[AGENT][NEGATIVE] This is their supplemental. We're the last resort of any insurance.
[CUSTOMER][POSITIVE] OK, great. Thank you. And can you just spell your name for me?
[AGENT][NEUTRAL] It is spelled [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Great thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.