AccountId: 011433970860
ContactId: ff3b28f5-0662-46e7-b9a3-f013bbbc05d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104760 ms
Total Talk Time (AGENT): 42182 ms
Total Talk Time (CUSTOMER): 47243 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/ff3b28f5-0662-46e7-b9a3-f013bbbc05d5_20250130T17:50_UTC.wav
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[AGENT][POSITIVE] Good morning and thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey good morning back. I'm trying to get eligibility secondary to Medicare on one of my patients, please.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] It's [PII] with Vanderbilt Medical Center.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, 02444949 M as in Mary L as in love number 8 02444949 ML 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm, thank you. All right, and we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Yes, ma'am. And can you, can you confirm the billing address if we send something non-electronic?
[AGENT][NEUTRAL] OK, the address is [PII].
[AGENT][NEUTRAL] [PII] City, [PII]. The zip code is [PII].
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much what we have. Have a great day. Thank you for helping me. Thank you.