AccountId: 011433970860
ContactId: 0259d5c5-b362-49e0-86e8-f1ba624f2cbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191869 ms
Total Talk Time (AGENT): 76775 ms
Total Talk Time (CUSTOMER): 46563 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/0259d5c5-b362-49e0-86e8-f1ba624f2cbe_20250217T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my first name is [PII] and my last name is [PII] calling from Nicholas Children's Hospital to checking for patient eligibility and benefits.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility and benefits for you today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, just a minute.
[CUSTOMER][NEUTRAL] It is 01
[CUSTOMER][NEUTRAL] 8854887
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And may I have patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII] and the patient will be number 16, 2023.
[AGENT][NEUTRAL] And let's see one moment.
[AGENT][NEUTRAL] OK, so [PII] is active under a different policy number and the effective date is [PII]. Would you like that policy number?
[CUSTOMER][POSITIVE] Yeah, yes ma'am.
[AGENT][NEUTRAL] 0233.
[AGENT][NEUTRAL] 5900.
[AGENT][NEUTRAL] And we're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] It's covered, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, it's covered the primary uh deductible co-pay and concerns, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Just a minute and, yeah, may I know the group number and group name?
[AGENT][POSITIVE] Uh, yeah, absolutely. Let's see.
[AGENT][NEUTRAL] Group number is 24,210.
[AGENT][NEUTRAL] And the group name is Palm.
[AGENT][NEUTRAL] Beach
[AGENT][NEUTRAL] Pediatrics.
[CUSTOMER][NEUTRAL] OK, got it. And can you spell your first name and last initial?
[AGENT][NEUTRAL] My name is spelled [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and may I know the call reference number today?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date.
[CUSTOMER][POSITIVE] OK. Thank you, sir. Thank you for the information. Have a great day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Yeah.