AccountId: 011433970860
ContactId: adfc3820-068c-428a-8053-f70451afd26e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228039 ms
Total Talk Time (AGENT): 78115 ms
Total Talk Time (CUSTOMER): 82594 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/adfc3820-068c-428a-8053-f70451afd26e_20250410T16:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Vanderbilt Medical Group. Um, I was checking eligibility on the insurance, but I wasn't sure whether there was a gap, um, cancer, heart attack. I just have it listed as a commercial miscellaneous.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It's 1294495 M like in Mary, L like in lamb 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know what kind of policy this was?
[CUSTOMER][NEUTRAL] Well, I wanna make sure that he's covered and then go with my information, make sure it's correct for billing.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment.
[AGENT][NEUTRAL] The policy number you gave me, uh, canceled 11 or 21. Let me see if he has another policy.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, he does have another policy. That policy number is 02.
[AGENT][NEUTRAL] 552-429.
[CUSTOMER][NEUTRAL] OK, I'm sorry, could you say that one more time?
[AGENT][NEUTRAL] 02552429
[CUSTOMER][NEUTRAL] OK, and so.
[AGENT][NEUTRAL] You there?
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And it is still active.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and will we still be sending those to [PII] [PII]?
[AGENT][NEUTRAL] No, ma'am. We have a new address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and is there a group number for this?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It is 80096.
[CUSTOMER][NEUTRAL] OK, and we had
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII], a subscriber.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, and is there a network for this insurance?
[AGENT][NEUTRAL] No, ma'am. This is just a secondary policy that coordinates with the primary insurance.
[CUSTOMER][POSITIVE] OK. OK, that's all I needed then, thank you.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, [PII] for calling IPO. You have a good day.
[CUSTOMER][NEUTRAL] You too.