AccountId: 011433970860
ContactId: 5dedf5e3-f5ba-4d8a-8a60-18454900e93b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168919 ms
Total Talk Time (AGENT): 61645 ms
Total Talk Time (CUSTOMER): 62343 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/5dedf5e3-f5ba-4d8a-8a60-18454900e93b_20250226T14:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I am calling from Vanderbilt University Medical Center, and I just need to verify coverage for member's plan.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, we have.
[CUSTOMER][NEUTRAL] Inpatient, it is uh outpatient. It is 02148767 M as in Michael, L as in Lima, then the number 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Who was that patient's name?
[CUSTOMER][NEUTRAL] This is going to be [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, please, eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with that. The effective date is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is this for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] It's gonna be out it's gonna be outpatient at the hospital.
[AGENT][NEUTRAL] OK. This policy coordinates with the primary insurance, whatever the primary applies to their deductible copay or co-insurance or outpatient.
[AGENT][NEUTRAL] We'll pay up to 5000 per calendar year.
[CUSTOMER][NEUTRAL] That's benefit, have they used any of that $5000 this year thus far?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No, ma'am, they have not used anything.
[CUSTOMER][POSITIVE] Wonderful. Alright, and [PII], if I may have the initial to your last name and the reference number, oh, and before that authorization is never required on this plan, is that correct?
[AGENT][NEUTRAL] No, ma'am, it's not.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, and then may I have the initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Beautiful. Thank you so much and have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][POSITIVE] Thanks, bye bye now.
[AGENT][NEUTRAL] Bye bye.