AccountId: 011433970860
ContactId: fb5503a7-8b7a-4a5d-88c2-33f8a9c2f6d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115690 ms
Total Talk Time (AGENT): 39681 ms
Total Talk Time (CUSTOMER): 33860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/fb5503a7-8b7a-4a5d-88c2-33f8a9c2f6d0_20250613T12:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify if the patient is active and also to verify if they need authorization.
[AGENT][NEUTRAL] OK. Happy to check eligibility. What is the patient policy number?
[CUSTOMER][NEUTRAL] It is AFL MFE 468452-9180.
[AGENT][NEUTRAL] We unfortunately can't pull them with that number. Do you have their name or social? I can check by that.
[CUSTOMER][NEUTRAL] Yeah, their name is [PII].
[CUSTOMER][NEUTRAL] I have date of birth as well.
[AGENT][NEUTRAL] His last name [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, thanks, OK.
[AGENT][NEUTRAL] What state does the insured reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Not seeing anything come up by her name in that state. Do you have the card by chance or?
[CUSTOMER][NEUTRAL] I do have the card.
[AGENT][NEUTRAL] It says APL on it.
[CUSTOMER][NEUTRAL] Um, it says American Financial Security Life NCE First Health.
[AGENT][NEUTRAL] Yeah, that's another company, cause we're APL, we're American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.