AccountId: 011433970860
ContactId: f7d31890-2de3-459d-8604-cf688bbb3472
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113339 ms
Total Talk Time (AGENT): 46719 ms
Total Talk Time (CUSTOMER): 43681 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/f7d31890-2de3-459d-8604-cf688bbb3472_20250403T20:16_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, I'm trying to verify active coverage for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] that's [PII] and policy number is 02406108.
[AGENT][POSITIVE] Thank you. And 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] Mhm.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you follow a primary guidelines or how um is the benefits arranged?
[AGENT][NEUTRAL] This plan will pick up the co-pays, the co-insurance and or deductibles up to the benefit amount following the primary.
[CUSTOMER][NEUTRAL] OK. And is authorization required?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you. And may I just have a reference number and your name for the call?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you. Thank you so much for your time.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too. Bye.