AccountId: 011433970860
ContactId: 15e8618a-a7fd-46ab-a5c3-cd95df7da34b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182339 ms
Total Talk Time (AGENT): 86491 ms
Total Talk Time (CUSTOMER): 33178 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/15e8618a-a7fd-46ab-a5c3-cd95df7da34b_20250103T20:31_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nicholas Children's Hospital. I need to get verify eligibility and benefits for a patient.
[AGENT][POSITIVE] Yeah, I'd love to help you with some eligibility and benefits today. And may I have your name please and the policy number?
[CUSTOMER][NEUTRAL] [PII], policy number is 01480322.
[AGENT][POSITIVE] Perfect. And while I'm pulling up that policy, do you mind if I also go ahead and get a great callback number for you as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Give me a moment to get into this.
[AGENT][NEUTRAL] Perfect. And can you verify for me your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], last name is [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. And your patient is current and active. It looks like she's been effective since [PII]. And then for benefits, are you looking for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient physical therapy?
[AGENT][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] I'm just pulling up those policy documents. One moment while that loads.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do wanna let you know that any benefit information I give you over the phone will just be a verification of coverage and never guarantee a payment.
[AGENT][POSITIVE] And I'm so close. I'm sorry. It's a long document to go through.
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][NEUTRAL] All right, I do see listed under her outpatient benefits is la la la. Under her outpatient benefits is physical therapy performed in a physical therapy facility, and I see that she has an outpatient, um, benefit of $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for the call?
[AGENT][NEUTRAL] Yeah, it's gonna be my name, [PII], first initial, last name, [PII], in today's date.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling APL. You have a wonderful day and a [PII].
[CUSTOMER][NEUTRAL] You too. Same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.