AccountId: 011433970860
ContactId: 5c89c745-26e5-46d0-9170-39c2c64c134d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98480 ms
Total Talk Time (AGENT): 37932 ms
Total Talk Time (CUSTOMER): 49599 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5c89c745-26e5-46d0-9170-39c2c64c134d_20250527T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, Ms. [PII]. My name is [PII]. I work with Vanderbilt Medical Group and I am calling to verify a little bit of benefit information uh for a uh patient that is coming in to our ENT clinic.
[AGENT][POSITIVE] OK. Happy to check on benefits, [PII]. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 024317. I'm sorry, there's 2 1's after the 3, so it's 31177.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, well, the subscriber is [PII], but the patient is [PII], and the date of birth for [PII] is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. So patient is active. The effective date for [PII] is gonna be [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][POSITIVE] Right. That's what I needed to know. I appreciate it very much and Ms. [PII], do you happen to use call reference numbers?
[AGENT][NEUTRAL] Absolutely call references my name with today's date. My name is [PII] and the initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, very good. Thank you very much, ma'am, and you have a real good rest of your day.
[AGENT][POSITIVE] You as well. Take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.