AccountId: 011433970860
ContactId: 0bd0674b-ed00-4ca0-b2c0-d2ab1304c348
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119699 ms
Total Talk Time (AGENT): 48148 ms
Total Talk Time (CUSTOMER): 51468 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0bd0674b-ed00-4ca0-b2c0-d2ab1304c348_20250219T19:08_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure let doctor assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII] policy number is 02518654.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII], you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Outpatient facility at Nicholas Children's Hospital?
[AGENT][NEUTRAL] Give me that pol the date of birth again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, so the patient is coming in for an outpatient X-ray. Let me confirm.
[CUSTOMER][NEUTRAL] It is an outpatient. I'm sorry, it's an outpatient.
[CUSTOMER][NEUTRAL] Actually, yes, bone age, so I just need to know what the coverage will be for that.
[AGENT][NEUTRAL] The member's outpatient benefits is $500 per occurrence and this is not a guaranteed benefits just a disclaimer of the policy coverage.
[AGENT][NEGATIVE] The member has no history on file.
[CUSTOMER][NEUTRAL] OK, so the max is 500 nothing used.
[AGENT][NEUTRAL] Yeah, that is correct. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can I just have a reference number for this call?
[AGENT][NEUTRAL] We don't provide those [PII]. however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Yeah, how do you spell your name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][POSITIVE] OK thank you OK thank you have a good day.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Goodbye.