AccountId: 011433970860
ContactId: 2791d19c-8e87-413b-a3e3-9d729720eb42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211679 ms
Total Talk Time (AGENT): 91509 ms
Total Talk Time (CUSTOMER): 98907 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/2791d19c-8e87-413b-a3e3-9d729720eb42_20250311T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from the Morris Children's Health, and I needed to verify eligibility of a patient's insurance.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. um, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][POSITIVE] Got it, thank you. OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, representative, it is 024.
[CUSTOMER][NEUTRAL] 19189 M as in Mary, L as in Larry, and then the number 8.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] It is [PII], and that's [PII]. Her birth date is [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that one. So this policy is active. Effective date was, well, for her it was her birthday, uh, it was the effective date, so [PII], um, and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, and her co-insurance.
[CUSTOMER][NEUTRAL] Her co-insurance is usually what 0 with this policy.
[AGENT][NEUTRAL] Um, so there is, let's see, this was for, um, outpatient, correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, Specialty, pediatric specialty.
[AGENT][NEUTRAL] OK, uh, of course I will let you know. Got you. So, uh, verification of coverage is not a guarantee of payment for claims, um, so their outpatient benefit is on a per calendar day basis, so it pays up to $500 max per calendar day and again that's towards co-pay, deductible or co-insurance.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is American.
[CUSTOMER][NEUTRAL] And it gave me the initials A [PII] like [PII]
[AGENT][NEUTRAL] Yeah, APL, uh, American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is a supplemental.
[CUSTOMER][NEUTRAL] Is that what it's considered a supplemental insurance?
[AGENT][NEUTRAL] I would say so. I mean it's secondary medical, but yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we'll do secondary medical.
[CUSTOMER][NEUTRAL] Alrighty, so that is all the information I need, Ms. [PII]. Is there anything else I can help you with?
[AGENT][NEUTRAL] No ma'am, did you need a reference number?
[CUSTOMER][NEUTRAL] Or you can
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, uh, so that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright well thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] And today.
[CUSTOMER][POSITIVE] You do the same. Thank you for your time. Bye.
[AGENT][POSITIVE] Thank you. Bye bye. Of course. Bye-bye.