AccountId: 011433970860
ContactId: 3c93c57d-300e-424e-bc2d-67dc49cc5622
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84089 ms
Total Talk Time (AGENT): 37052 ms
Total Talk Time (CUSTOMER): 40685 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/3c93c57d-300e-424e-bc2d-67dc49cc5622_20250520T18:57_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Vanderbilt Medical Group, and I need to, uh, verify eligibility on a patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today. [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I show 02431177 for for [PII].
[AGENT][NEUTRAL] Patient's name.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, outpatient.
[AGENT][NEUTRAL] I do show the per current outpatient benefit is $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], thank you very much. Do you have a call reference number or is it your name in today's date?
[AGENT][NEUTRAL] References just just my name in today's date and time. Was there anything else I could assist you today?
[CUSTOMER][POSITIVE] Uh alright thank you so much.
[CUSTOMER][POSITIVE] No, that was all I needed. Thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Bye-bye.