AccountId: 011433970860
ContactId: dafbee58-841f-40d9-a2cb-62aa05c3ec04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95779 ms
Total Talk Time (AGENT): 37590 ms
Total Talk Time (CUSTOMER): 40646 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/dafbee58-841f-40d9-a2cb-62aa05c3ec04_20250228T16:50_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] I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, uh, my name is [PII], and I'm with the dental provider's office, and we were calling to verify that the patient that we have coming in today still has insurance with you guys.
[AGENT][NEUTRAL] OK. May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] And our callback number will be [PII].
[CUSTOMER][NEUTRAL] And we have member ID number 018.
[CUSTOMER][NEUTRAL] 85828
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be for [PII], and date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. I'm pulling that information up for you now.
[AGENT][NEUTRAL] And for this member, it is showing that they're currently active. The effective date is [PII]. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, ma'am, um, I just need a reference number that way I can put it on there that they're still active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The reference will be my first name, last initial of H, and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] In today's date, alright, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.