AccountId: 011433970860
ContactId: 033c6e73-7641-444b-8200-7c983a912ade
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165679 ms
Total Talk Time (AGENT): 85701 ms
Total Talk Time (CUSTOMER): 59992 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/033c6e73-7641-444b-8200-7c983a912ade_20250109T17:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from the Nicholas Children's Hospital to check the eligibility and benefits.
[AGENT][POSITIVE] OK, Cos, I'll be glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] OK. It's uh 02502559.
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it will be [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now, what is your patient's name and date of birth today, please?
[CUSTOMER][NEUTRAL] It's uh [PII] Oyo and the date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. It looks like [PII] is the dependent child on this medical supplemental plan. I do show her original effective date is [PII]. Patient is active and current, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want benefits. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what type of benefits are you needing today?
[CUSTOMER][NEUTRAL] Um, no, I just need to confirm, is this patient is active on medical coverage, right?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, this is her medical supplemental plan. Patient is active, yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. And can I get the group name and group number?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group number is 15493.
[AGENT][NEUTRAL] Group name is City of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK then, ah and ah.
[CUSTOMER][NEUTRAL] I'm done with the patient. Uh, can I get your name and the reference number for the call?
[AGENT][NEUTRAL] What is that all that I can help answer for you today?
[CUSTOMER][NEUTRAL] Yeah, yes, I'm done.
[AGENT][NEUTRAL] All righty. Well, we do not give a patient um reference numbers, but you can use my name in today's date and my name is [PII]
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It's left, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, then. Thank you so much for your assistance. Have a great day. Bye.
[AGENT][POSITIVE] You as well, [PII], and thanks for calling IPL. Bye bye.