AccountId: 011433970860
ContactId: ec606acf-f1c8-4e77-b737-b7382b50c4a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106089 ms
Total Talk Time (AGENT): 30189 ms
Total Talk Time (CUSTOMER): 65048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ec606acf-f1c8-4e77-b737-b7382b50c4a8_20250305T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you 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 the Vanderbilt Medical Center.
[CUSTOMER][NEUTRAL] And I am trying to verify medical insurance eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, I have it as 02558386.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have it as [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] And is this a gap plan?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, uh, so it's secondary to the Blue Cross plan.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's why I need to find out. I don't have a card, so I just.
[CUSTOMER][NEUTRAL] All I have is the ID number and I had to look up a phone number, so I'm glad all of that is proper. So, um, let me verify a claims address is American [PII] Life, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] [PII]. OK, so we got all that correct. OK, that's why I need to know. Thank you so much for your help. And you said 10 1 24. OK. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.