AccountId: 011433970860
ContactId: d441bae0-5c2b-4d4a-8dd5-26ed83899f40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111730 ms
Total Talk Time (AGENT): 51398 ms
Total Talk Time (CUSTOMER): 42706 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d441bae0-5c2b-4d4a-8dd5-26ed83899f40_20250204T16:36_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello, I am calling for eligibility please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Alright, it's [PII] [PII] with uh Vanderbilt Medical Center.
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have a 1416181.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And just let me advise you the verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and this policy expired on [PII], and I'm not showing any um active policies in the system.
[CUSTOMER][NEUTRAL] OK, so it's turned out, hm.
[CUSTOMER][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, and I'm so sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] And there's a reference number?
[AGENT][NEUTRAL] You can use my name and today's date for the reference number. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I appreciate you taking my call and helping out with this. Uh, thank you so much and have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Uh-huh, bye bye.