AccountId: 011433970860
ContactId: 1cc3d8ca-b2bf-4c5f-9f3f-47359d219313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244809 ms
Total Talk Time (AGENT): 137559 ms
Total Talk Time (CUSTOMER): 77208 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1cc3d8ca-b2bf-4c5f-9f3f-47359d219313_20250414T15:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Joe DiMaggio's Children's Hospital, and I'm calling to check eligibility for this patient and to also see if an inpatient authorization would be required.
[AGENT][NEUTRAL] Absolutely I can check eligibility and see if authorization is required. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have.
[CUSTOMER][NEUTRAL] 1458681 M for Mike L for Larry 801.
[AGENT][NEUTRAL] OK, uh, what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] and date of birth I have is [PII].
[AGENT][NEUTRAL] OK, one moment. I think the policy number you gave me was quite a bit older. It does not have anyone by that name listed, so let me see if they've got a newer one. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] There we are. OK, yes. So let me go ahead and give you this uh updated policy number. This is the one that is currently active, uh, with Bracha uh listed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Are you ready for that now?
[CUSTOMER][POSITIVE] Oh yeah I'm ready thank you.
[AGENT][NEUTRAL] OK, yeah, that's 021 5.
[AGENT][NEUTRAL] 2741.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course, OK, and so this policy is active. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] I was gonna ask, um, is the subscriber Golda or Chia Golda Silverman?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I said that right.
[AGENT][NEUTRAL] I have it as golda C, so yes, no, no, no, you're fine. Alrighty, so, uh, effective date was [PII], and since this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays, and as it is very dependent on major medical, as long as they're willing to pay this policy can so no authorization is required.
[CUSTOMER][POSITIVE] OK, OK, just double checking. Thank you.
[CUSTOMER][NEUTRAL] For the seat, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with? Yeah.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Do they have a group number or group name listed on there?
[AGENT][NEUTRAL] They should let's see, yes, uh, group number is 16269.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Of course. Did you need that group name as well?
[CUSTOMER][POSITIVE] And then um is is there yeah thank you.
[AGENT][NEUTRAL] No, that's fine. Um, I'm going to spell it because I'm not sure how to pronounce it, um, so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the first um word and then it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yeah and then uh do you happen to have a call reference number by chance?
[AGENT][NEUTRAL] Yes, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that was all thank you again [PII].
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.