AccountId: 011433970860
ContactId: 03b7371b-649d-4009-9201-63fc51697c26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199250 ms
Total Talk Time (AGENT): 91530 ms
Total Talk Time (CUSTOMER): 61658 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/03b7371b-649d-4009-9201-63fc51697c26_20250127T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. I'm [PII] calling from Nicholas Children's Hospital. I'm looking for eligibility and benefits.
[AGENT][POSITIVE] May I have your name again please? I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, sure, sure. My name is [PII], [PII], and the last name first initial it's gonna be [PII].
[AGENT][POSITIVE] Thank you so much. What is your callback number if we are disconnected please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure, the call back number is gonna be [PII].
[AGENT][POSITIVE] Thank you very much. And what is the policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure, the policy number is gonna be 02003143.
[AGENT][NEUTRAL] OK, let me just repeat that to you just to make sure I have that correct. I have that as 02003143.
[CUSTOMER][NEUTRAL] Yeah, you're right. It's 02003143.
[AGENT][NEUTRAL] Verify thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, sure. The member's name is gonna be [PII] and the date was gonna be [PII].
[AGENT][POSITIVE] Thank you so much for the information, [PII]. You're calling for eligibility and benefits. Give me one moment, I can help you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Thank you and I do apologize. This policy shows that it termed as of [PII]. Again, this policy termed [PII].
[CUSTOMER][NEUTRAL] Oh sure, just give the member is termed on [PII] and the members no longer active, right?
[AGENT][POSITIVE] That is correct, [PII], that is correct.
[AGENT][NEUTRAL] Give me one moment to check to see if there's an active policy. One moment, thank you.
[CUSTOMER][NEUTRAL] Yeah, there's
[CUSTOMER][NEUTRAL] Yeah, sure, sure.
[AGENT][NEUTRAL] OK, I was able to locate an active policy for the member. Let me provide that policy number to you when you're ready for [PII].
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, it is 02462866.
[CUSTOMER][NEUTRAL] It's 02462866, right?
[AGENT][NEUTRAL] Yes, and this policy shows effective as of [PII] and it shows active and you also need outpatient benefits for the member, is that correct? I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and this is for a facility?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Please note the verification of benefits provided does not guarantee payment. The payments pay on a per day max of up to $2000. Again, that's per day, we will pay up to $2000 for coverage services.
[CUSTOMER][NEUTRAL] Yeah, sure. Can you, can I have the call reference number?
[AGENT][NEUTRAL] It will be my name [PII], last initial [PII], and today's date. [PII], anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that's it for the [PII]. Thank you. Have a great day. Take care. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] Yeah.