AccountId: 011433970860
ContactId: dc8143ff-48e8-4621-b66b-dc12da6cbe66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129839 ms
Total Talk Time (AGENT): 39971 ms
Total Talk Time (CUSTOMER): 57851 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/dc8143ff-48e8-4621-b66b-dc12da6cbe66_20250314T20:08_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, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Sure. Callback number will be [PII] with an extension [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] I have a policy number as 01622818 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And the first name is [PII], and the last name is [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility. 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, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, sir, could you please provide me with the member's group number or group ID?
[AGENT][NEUTRAL] The members group number is 21049.
[CUSTOMER][NEUTRAL] Thank you. And uh I do have a few more questions regarding this member. Uh, it's a gap policy, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Thank you. And uh one last question. May I know whether the member [PII] is a primary subscriber or a dependent?
[AGENT][NEUTRAL] She is the subscriber.
[CUSTOMER][POSITIVE] Thank you so much for that, [PII]. And this is the reference number for our call?
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for that and that's all for today. Have a great day and stay safe and happy weekend.
[AGENT][POSITIVE] Thank you and thank you so much [PII] for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] No