AccountId: 011433970860
ContactId: e1a4563b-9dee-44a8-a69f-c5b0f8fc3136
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148070 ms
Total Talk Time (AGENT): 68449 ms
Total Talk Time (CUSTOMER): 40009 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e1a4563b-9dee-44a8-a69f-c5b0f8fc3136_20250114T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, um, I am trying to verify eligibility for one of our patients.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII] and uh this patient's policy number is 02478125.
[AGENT][POSITIVE] Thank you. And [PII], may I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Can I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, give me one second for his date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Is this for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Because this is the dental policy number. One moment.
[CUSTOMER][NEUTRAL] OK, so is there, he does have a medical plan?
[AGENT][NEUTRAL] Yes, let me get this pulled up. This is web TPA, so it's not administered by American Public Life, so you would need to contact them at [PII].
[AGENT][NEUTRAL] [PII]. Let me give you the medical number.
[AGENT][NEUTRAL] The medical ID number would be
[AGENT][NEUTRAL] 02478163.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you. I will give them a phone call.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Uh, do you have a, I'm sorry, do you have a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK bye.