AccountId: 011433970860
ContactId: f4702aa6-f0b7-4d1c-93d1-e7e043eff5b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123690 ms
Total Talk Time (AGENT): 47706 ms
Total Talk Time (CUSTOMER): 65424 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f4702aa6-f0b7-4d1c-93d1-e7e043eff5b4_20250217T15:25_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] Hello, [PII]. I'm calling to check eligibility for one of your members.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and policy number?
[CUSTOMER][NEUTRAL] those
[CUSTOMER][NEUTRAL] My name is [PII]. The member policy number is 02263390. M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][POSITIVE] you can have a good.
[CUSTOMER][NEUTRAL] [PII] extension also [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII].
[CUSTOMER][NEUTRAL] And her date of birth, let me get it real quick here.
[CUSTOMER][NEUTRAL] Uh, about here.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Sorry about that, just a moment.
[CUSTOMER][NEUTRAL] OK, so just [PII] is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So it looks like this plan is effective [PII] and it turned on [PII]. There is no active policy on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] OK, so turn on [PII].
[CUSTOMER][NEUTRAL] OK, let me see here. It's already [PII]. OK, that is all I needed. Um, I thank you for looking into this, uh, [PII]. Can you provide me also with the call reference number?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yes, it will be
[CUSTOMER][POSITIVE] OK, perfect. Thank you for your time then, OK?
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Like, likewise. Bye.