AccountId: 011433970860
ContactId: a17642d6-9c85-416e-8663-2210c3f9b611
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152179 ms
Total Talk Time (AGENT): 52089 ms
Total Talk Time (CUSTOMER): 88960 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/a17642d6-9c85-416e-8663-2210c3f9b611_20250225T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Afternoon. My name is [PII] with Vanderbilt University Medical Center. I'm just trying to verify eligibility on one of my patients that has you all listed as her secondary.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I sure do 02.
[CUSTOMER][NEUTRAL] 444
[CUSTOMER][NEUTRAL] 949.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 7 is the hospital, and the outpatient, which is is outpatient, I'm sorry, 02.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 444
[CUSTOMER][NEUTRAL] 949.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and then A.
[AGENT][NEUTRAL] Got it. Thank you for that. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] I have [PII]
[CUSTOMER][NEUTRAL] And her date of birth is [PII]. She's insured under Adrian.
[AGENT][NEUTRAL] Got it. OK, thank you so much for verifying all of that, [PII]. Uh, so this policy is active. Effective date was [PII], and yet this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, can you tell me, because I wanna get our part right for the, the processes here, can you tell me, um, what is the actual member number I need to be using for filing for outpatients that's the bottom number that ends with the 8 number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, uh, the outpatient, uh, cer certification number, yes.
[CUSTOMER][NEUTRAL] OK, because they, whoever did my filing when they first came to the clinic had the payer ID number for the subscriber. I'm like, I don't think that looks right. OK.
[AGENT][NEUTRAL] That it happens a lot uh because on the card especially I think that it looks very big and you know most people just see the ID part.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, if you don't see it every day, you don't know the difference. OK, I appreciate your help. Have a great day. Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Right.