AccountId: 011433970860
ContactId: 07a48a69-12a1-4027-a636-0d96e027ab42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127629 ms
Total Talk Time (AGENT): 54680 ms
Total Talk Time (CUSTOMER): 56628 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/2025/02/04/07a48a69-12a1-4027-a636-0d96e027ab42_20250204T19:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Nicholas Children's Hospital. I need to check benefits um on a patient, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, contact number is [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] I have 01611.
[CUSTOMER][NEUTRAL] 790 and then M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] And could you verify the patient's name and date of birth that you're inquiring eligibility for today, [PII]?
[CUSTOMER][NEUTRAL] Of course. Patient's name is [PII], last name is [PII], [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. This member's policy has been active since [PII] and is currently active. [PII] has a maximum benefit amount of.
[AGENT][NEUTRAL] $1500 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then,
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, I was just, um, is, is authorization required if I provide the CPT code? Would you be able to authorization is required?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] This is a gap insurance. No authorization is not required because this is a gap insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK. Can I have a reference number, please?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name in today's date as a reference. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] One more time, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And today's date you said correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Perfect, thank you very much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh