AccountId: 011433970860
ContactId: dc483249-e75b-46a2-8bdc-ea5b2a1ba576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146470 ms
Total Talk Time (AGENT): 56204 ms
Total Talk Time (CUSTOMER): 47190 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/dc483249-e75b-46a2-8bdc-ea5b2a1ba576_20250408T17:00_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] calling from provider office.
[AGENT][NEUTRAL] You said [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII] may I please have a callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02.
[CUSTOMER][NEUTRAL] 4657887
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name of the patient is [PII] and second name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Uh, I like to have information for this patient.
[AGENT][POSITIVE] Sure, I can assist you with that. I'm pulling that up for you now.
[AGENT][NEUTRAL] And for eligibility for this member, it does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, OK, uh, is there any group number for this patient?
[AGENT][NEUTRAL] Let me get that for you.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] The group number is 15493.
[CUSTOMER][NEUTRAL] Uh, yeah, is there any group name for this question?
[AGENT][NEUTRAL] The group name is City of [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] City of higher, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, can I get your name?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK. Can you spell it?
[AGENT][NEUTRAL] It is spelled [PII] last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Yeah, OK, thank you for your reference. OK, thank you for your
[AGENT][POSITIVE] You're welcome. Thank you for calling Ame.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Have a nice day. Bye bye.