AccountId: 011433970860
ContactId: 00f486c2-7c9e-4206-9ce4-5f89b5a9f707
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194070 ms
Total Talk Time (AGENT): 67937 ms
Total Talk Time (CUSTOMER): 75992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/00f486c2-7c9e-4206-9ce4-5f89b5a9f707_20250626T15:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. My name is [PII] and I'm calling from Nicholas Children's Hospital. And I'm checking benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure me [PII]. My phone number is gonna be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Shall I provide you that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's gonna be 017.
[CUSTOMER][NEUTRAL] 193
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] And can I verify the date of birth?
[CUSTOMER][NEUTRAL] Sure. It's gonna be [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] And this is for outpatient hospital?
[AGENT][NEUTRAL] The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever their primary applies to their deductible, co-pay, or co-insurance only will pay up to $6600 per calendar year.
[CUSTOMER][NEUTRAL] OK. Got it, [PII]. Thank you so much. And uh just one more question, so the patient is coming for a physical therapy benefits. Is it covered under the patient's policy?
[AGENT][NEUTRAL] Yes, for outpatient, yes.
[CUSTOMER][POSITIVE] OK. Got it, [PII]. Thank you so much for that and uh
[CUSTOMER][NEUTRAL] Uh, that's all the information I need for today. Uh, also, one more question, may I get the out of pocket information is available for the patient?
[AGENT][NEUTRAL] That's the only out of pocket is the 6600 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, so far how much has the patient met? Is there any amount that the patient?
[AGENT][NEUTRAL] Hold on one moment, I'll check for you.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][NEGATIVE] They haven't made anything for this year.
[CUSTOMER][POSITIVE] OK. Perfect. And then, thank you so much for that. And may I have the reference number for call then?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, great. [PII], thank you so much. Thank you so much for assisting.
[AGENT][POSITIVE] Thank you [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.