AccountId: 011433970860
ContactId: 2213bd5c-33e3-48b0-9079-51b09044812a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238509 ms
Total Talk Time (AGENT): 88114 ms
Total Talk Time (CUSTOMER): 80110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2213bd5c-33e3-48b0-9079-51b09044812a_20250506T15:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AT.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good, good morning. How are you? Uh, my name is [PII]. I'm calling from Nicholas Children's Hospital in regards to a patient that is coming in today for an EKG, and I'm calling to verify benefits and eligibility.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Uh, can you please spell your first name for me and give me your callback number in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII]
[CUSTOMER][NEUTRAL] And the phone number to call back would be [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII]. Last name [PII] Date of birth [PII]. The policy number is 02608019.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][POSITIVE] Alright, I do show that [PII] does have an active policy. The effective date of the policy is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is billed secondary to the primary, it helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look it up real quick it's loading.
[CUSTOMER][NEUTRAL] Is it outpatient?
[AGENT][NEUTRAL] Uh, she does have outpatient benefit per calendar year of $5000.
[CUSTOMER][NEUTRAL] OK, so outpatient benefits.
[CUSTOMER][NEUTRAL] It's 5000 per calendar year?
[AGENT][POSITIVE] Yes ma'am, and that helps towards deductible copay or co-insurance.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, and are you able to tell me if any has been used thus far or what's remaining?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] Nothing has been used? OK.
[CUSTOMER][NEUTRAL] OK, so that's outpatient benefits $5000 per calendar year and nothing has been used thus far.
[CUSTOMER][NEUTRAL] OK, perfect. May I get a call reference ID for this call?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, it's [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello. OK, OK. [PII] and then today's date?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help today I really appreciate it.
[AGENT][NEUTRAL] Well, you
[AGENT][POSITIVE] Um, thank you for calling APL. You have a wonderful week.
[CUSTOMER][POSITIVE] Thank you you too take care bye bye.
[AGENT][NEUTRAL] Bye bye.