AccountId: 011433970860
ContactId: ed8a1759-c7c1-41dd-b4c7-817d1b968cc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111180 ms
Total Talk Time (AGENT): 31340 ms
Total Talk Time (CUSTOMER): 37189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/ed8a1759-c7c1-41dd-b4c7-817d1b968cc6_20250522T15:56_UTC.wav
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[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] For Saxon, yes ma'am. I was just calling to check some benefits and eligibility on a patient that we have here at South Central Pediatrics.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Callback number is [PII] and my extension is [PII].
[AGENT][NEUTRAL] Policy number, please.
[CUSTOMER][NEUTRAL] 024685559
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits for this member?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so with this policy, it is showing that this, this member is not active under this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it shows that the drop date was [PII].
[CUSTOMER][NEGATIVE] Not active.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.