AccountId: 011433970860
ContactId: f772a0ef-74d2-4e08-a809-70ae4257913c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133610 ms
Total Talk Time (AGENT): 50592 ms
Total Talk Time (CUSTOMER): 61522 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f772a0ef-74d2-4e08-a809-70ae4257913c_20250115T20:10_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]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, give me one moment, the policy number that I have on file is 01896449ML8.
[AGENT][POSITIVE] Thank you. 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] Yes, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, so we have a different.
[AGENT][NEUTRAL] Name in our system with this date of birth.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] [PII]. You have a different date of birth?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Name we have a different name.
[CUSTOMER][NEUTRAL] Name, so it's not [PII] or like [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Or it's a [PII].
[AGENT][NEUTRAL] That's what we have, we have [PII].
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, it's like it's pronounced different in Spanish, so I probably, yeah.
[AGENT][NEUTRAL] OK, so thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 720 active.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right, so then.
[CUSTOMER][NEUTRAL] No, I just need your name again and the reference call number.
[AGENT][NEUTRAL] The reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you much, [PII].
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You as well take care. Bye bye.