AccountId: 011433970860
ContactId: fc365e2f-6dba-42d0-ab05-b0f73b3b332b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220279 ms
Total Talk Time (AGENT): 84472 ms
Total Talk Time (CUSTOMER): 96614 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/fc365e2f-6dba-42d0-ab05-b0f73b3b332b_20250609T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] with the Vanderbilt Medical Group. How are you today?
[AGENT][NEUTRAL] I'm good, [PII]. How about yourself?
[CUSTOMER][POSITIVE] Good because the sunshine is out. That's all I'm gonna say.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][POSITIVE] You know, when it rains like 90 days in a row, that it's, it's a good day, right?
[AGENT][NEUTRAL] I hear, yeah, I hear you, I hear you.
[CUSTOMER][NEUTRAL] Oh girl, uh, I am calling to see if you can help me with a claim on an [PII].
[AGENT][NEUTRAL] OK, yeah, I'm happy to check on a claim. What is the patient's policy number?
[CUSTOMER][NEUTRAL] I have it listed as 02558386.
[AGENT][NEUTRAL] OK, let me pull that up here.
[AGENT][NEUTRAL] And then for documentation, [PII], do you have a good callback number please?
[CUSTOMER][NEUTRAL] [PII] it is a direct.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Right, what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And then data service.
[CUSTOMER][NEUTRAL] 327 25 for 318.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], so it looks like we did receive this claim on [PII]. I was denied on [PII]. Office visits are not covered under this member's secondary policy.
[CUSTOMER][NEUTRAL] Uh, so this is the secondary plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like it doesn't cover the office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You answered my question. Do we do, do we do any call reference numbers?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with today's date. My name again is [PII] and that is spelled [PII] Last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK, so you're one of them older [PII], because you know nowadays, they spell it just [PII]
[AGENT][NEUTRAL] Oh, yeah, no, no, I've been around for a minute. My, my, my mama went from the Bible.
[CUSTOMER][NEUTRAL] Yeah girl, I mean, my, my niece, she has a girl named [PII], and she said, [PII] and we're like,
[CUSTOMER][NEUTRAL] Aren't you gonna add the [PII], you know, like for [PII], you know. She's like, no, it's the new way of spelling [PII].
[AGENT][NEUTRAL] Yeah, yeah, yeah, yeah.
[AGENT][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] Oh, OK. We didn't know that. Sorry, just like the new way of Christie is with the [PII] and not the [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I know that's, oh.
[CUSTOMER][NEUTRAL] OK, maybe we're all old school, you know, we're thinking older, you know.
[AGENT][NEUTRAL] I tell you.
[AGENT][NEUTRAL] I know, I know.
[CUSTOMER][NEUTRAL] But these kids nowadays, though, they believe that, you know, that's all I'm gonna say.
[AGENT][NEUTRAL] I hear you.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate it.
[AGENT][POSITIVE] My pleasure. Have a good one. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.