AccountId: 011433970860
ContactId: f594c3e9-e127-4462-8bbe-d594941332fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143179 ms
Total Talk Time (AGENT): 51321 ms
Total Talk Time (CUSTOMER): 68675 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/f594c3e9-e127-4462-8bbe-d594941332fc_20250220T21:22_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, good afternoon. My name is [PII]. First initial of my last name [PII], and I was just calling to verify if a patient was still active with their policy.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] OK, so would I use the outpatient or inpatient? I'm sorry.
[AGENT][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Outpatient, OK, so that would be 016.
[CUSTOMER][NEUTRAL] 602.
[CUSTOMER][NEUTRAL] 58.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 8, and then it looks like the card is cut off, so I don't know if there's anything else after that.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] That's fine, thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that will be for [PII]. Uh, date of birth 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. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this like a uh excuse me, ademnity plan or is it like one of those supplement plans with a letter?
[AGENT][NEUTRAL] It's a supplemental policy. It follows the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, follows primary.
[CUSTOMER][POSITIVE] Awesome and at the beginning of the call, did you say your name was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty, I do appreciate your assistance, [PII]. Um, when you're finished documenting, can I get the first initial of your last name and the call reference please?
[AGENT][NEUTRAL] Yes, the call reference will be my name, which is [PII]. Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for all of your assistance.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.