AccountId: 011433970860
ContactId: e537f094-37bb-4af9-8ad0-594b349d29a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224500 ms
Total Talk Time (AGENT): 57323 ms
Total Talk Time (CUSTOMER): 75901 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/e537f094-37bb-4af9-8ad0-594b349d29a9_20250131T16:20_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, I'm calling to see if uh baby I have is eligible for the insurance.
[CUSTOMER][NEUTRAL] I'm calling from AMed. My name is [PII].
[AGENT][NEUTRAL] And you're the policy holder?
[CUSTOMER][NEUTRAL] I'm calling from a hospital.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] No, I was just looking at it. Hold on.
[CUSTOMER][NEUTRAL] 02292679
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][NEUTRAL] OK, and you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][POSITIVE] I'm pulling that up for you now.
[AGENT][NEUTRAL] So it is showing that the effective date is [PII].
[CUSTOMER][POSITIVE] So excuse me, I'm so sorry. So he was just added this year.
[AGENT][NEUTRAL] Yes, that's what is showing the effective date is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Were you trying to check on his newborn?
[CUSTOMER][NEUTRAL] Yeah, it's a circumcision.
[CUSTOMER][NEUTRAL] that he had done last year.
[CUSTOMER][NEUTRAL] Shortly after being born.
[AGENT][NEUTRAL] OK, let me check you.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Yes, it's showing that they were not added until [PII].
[CUSTOMER][NEUTRAL] OK. I'll make a note of that. And what's your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] [PII] last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] I didn't hear the last initial the phone went out.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then today's date. Yes.
[CUSTOMER][NEUTRAL] And then today's date for the reference, gotcha.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Well, thank you so much, Ms. [PII]. I like that name. It is unique.
[AGENT][POSITIVE] Thank you. Thank you very much.
[CUSTOMER][POSITIVE] And you have been very helpful to me today. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you, Ms. [PII], for calling American Public Life. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.