AccountId: 011433970860
ContactId: e7dc0362-f6c5-4240-9ca4-09415a72f744
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183669 ms
Total Talk Time (AGENT): 65260 ms
Total Talk Time (CUSTOMER): 81073 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e7dc0362-f6c5-4240-9ca4-09415a72f744_20250416T19:38_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] Hi, this is [PII] calling on behalf of provider's office, and I wanted to check the eligibility of a patient. Can you help me with that?
[AGENT][NEUTRAL] I can verify your eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, so the policy number is
[CUSTOMER][NEUTRAL] 02519206.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, so the name of the patient is [PII]. You want me to spell the name?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, and the date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, and what is the timely filing limit to submit a claim?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] OK, and what is the claim mailing address?
[AGENT][NEUTRAL] It's American Public Life, PO [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, you have to repeat the zip code once again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] So you said uh the patient was defected from [PII] and it's still active. There is no time finding limit. The claim mailing address you shared. It's [PII]. Is that correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, can you help me with the uh spelling of your name, please?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] So this is gonna be a call reference number, uh your name and today's date.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much, [PII], for the details you have shared. You have given all the details which is needed. Have a great day ahead. Be safe. Bye bye.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.