AccountId: 011433970860
ContactId: ff5ffa2a-5160-4a10-a442-344c174e2d64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136839 ms
Total Talk Time (AGENT): 49649 ms
Total Talk Time (CUSTOMER): 64922 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ff5ffa2a-5160-4a10-a442-344c174e2d64_20250304T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Western Anesthesiology Associates, and I just wanna confirm that the um account that I currently have is open and um active.
[AGENT][NEUTRAL] OK, may I have a callback number?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[AGENT][NEUTRAL] And you're calling from the provider's office?
[CUSTOMER][NEUTRAL] Yes, we provided the anesthesia.
[AGENT][NEUTRAL] OK, and may I have the policy number?
[CUSTOMER][NEUTRAL] It is 432-277-437.
[AGENT][NEUTRAL] OK, that's too many numbers for our policy number.
[CUSTOMER][NEUTRAL] OK, let me try the one that's on the front of the card 02236700.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So I have it listed as the subscriber is the spouse of the patient. So the patient is [PII], last name [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes, just to ensure that the policy is still active.
[AGENT][NEUTRAL] OK, I can assist you with that and thank you so much, [PII] for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, that's it and can I just get your name one more time?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Is it [PII] or [PII]?
[AGENT][NEUTRAL] It is spelled [PII] Last initial of [PII] and today's date will be the call reference.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Wonderful thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.