AccountId: 011433970860
ContactId: 096d9875-4a91-49a0-8d6a-785779ae7d4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157460 ms
Total Talk Time (AGENT): 68740 ms
Total Talk Time (CUSTOMER): 59970 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/096d9875-4a91-49a0-8d6a-785779ae7d4c_20250527T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nicholas Children's um Hospital to get benefits for your patient.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Can I get the policy number?
[CUSTOMER][NEUTRAL] It's 01611775 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I please have your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this is going to cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK. Is there a max that you guys cover?
[AGENT][NEUTRAL] Uh, yeah, let me pull that up for you here.
[AGENT][NEUTRAL] OK, so the outpatient benefit max on this member plan is 1500 and that's for the calendar year. There is an inpatient benefit max also of 2500.
[CUSTOMER][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] Per year you said right? calendar year.
[AGENT][NEUTRAL] Mhm. per calendar year, yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Um, have they used any of their outpatient benefits?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Not showing anything used to date.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK. Uh, do you have a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial, then today's date. My name is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome and tell you, have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.