AccountId: 011433970860
ContactId: da8b1ac1-cfcf-4319-a328-054cde18673d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134490 ms
Total Talk Time (AGENT): 45942 ms
Total Talk Time (CUSTOMER): 51575 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/da8b1ac1-cfcf-4319-a328-054cde18673d_20250122T18:05_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ACL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify um a patient's insurance.
[CUSTOMER][NEUTRAL] Um, American Pub Life.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today. Do you mind if I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And then our callback number, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number we're looking to verify today?
[CUSTOMER][NEUTRAL] It's gonna be 0153.
[CUSTOMER][NEUTRAL] 666
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] M as in mom, L as in Larry, and the number 8.
[AGENT][POSITIVE] Perfect. And right before that MLA, what was that last number?
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Yeah, 01536663 ML 8.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] I appreciate that. Thank you so much. And would you be able to verify for me your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I do see [PII] here. Um, it looks like unfortunately that policy is no longer active with us. Looks like it terminated back in [PII].
[CUSTOMER][NEUTRAL] Oh, OK. [PII]. All right, thank you.
[AGENT][POSITIVE] Oh, it's my pleasure. Thank you for calling APL and you have such a fabulous day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.