AccountId: 011433970860
ContactId: cb6da0be-5f00-4994-8bed-38a5991368a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169690 ms
Total Talk Time (AGENT): 78251 ms
Total Talk Time (CUSTOMER): 46837 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/cb6da0be-5f00-4994-8bed-38a5991368a7_20250321T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling on APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Vanderbilt Medical Group. I need some information about this plan.
[AGENT][POSITIVE] OK, Miss [PII], I can help you with the benefits.
[CUSTOMER][NEUTRAL] The members
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. May I have your callback number, ma'am, just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number 02558386.
[AGENT][NEUTRAL] OK, let me look up that policy real quick so I can help you with the benefits.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Um, Ms. [PII]'s effective date is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary. It is a gap insurance that helps with deductible, co-pay, and co-insurance. They have an inpatient benefit amount per calendar year of $5000 and then they also have a per calendar day outpatient benefit of $500.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] That's OK. My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] And do you have a call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right, well, you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks. You too.
[AGENT][POSITIVE] Mhm. Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.