AccountId: 011433970860
ContactId: 1c217765-a402-41f1-8c9c-0810641c881b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107080 ms
Total Talk Time (AGENT): 39296 ms
Total Talk Time (CUSTOMER): 54059 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/1c217765-a402-41f1-8c9c-0810641c881b_20250529T12:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Michigan State University Healthcare, and I have a patient that recently received a CT scan.
[CUSTOMER][NEUTRAL] And I'm just calling to verify I have the correct information for her secondary and if she's eligible.
[AGENT][NEUTRAL] Thank you. I'll be happy to verify your eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 02230101.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Last name is [PII] First name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification coverage does not guarantee the payment of a claim. This plan is effective at [PII] and it is active.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So uh it's a CT scan she's having done. um, is the correct address for you folks [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe that's all I need. I just needed to verify eligibility.
[AGENT][NEUTRAL] Yes, ma'am. She is verified.
[CUSTOMER][POSITIVE] OK, thank you very much for your help today.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] All right have a good day.