AccountId: 011433970860
ContactId: 29691690-688a-41c7-869a-2f4faafd8d65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186690 ms
Total Talk Time (AGENT): 75384 ms
Total Talk Time (CUSTOMER): 79200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/29691690-688a-41c7-869a-2f4faafd8d65_20250220T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from Nicholas Children's Southwest Kendall. I'm calling from [PII]. I have a patient that has, um, you guys, uh, like the secondary insurance for their, um, child, and I wanted to know if you guys were able to tell me the benefits and if they were fully covered.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] OK, and then what is your name?
[CUSTOMER][NEUTRAL] [PII], first initial of my last name is the letter [PII]
[AGENT][NEUTRAL] Thank you Ms. [PII] and what's the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] So, date of birth would be [PII]. 1st name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII] Policy number 0174.
[CUSTOMER][NEUTRAL] 0494 ML the number 8.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] is covered under the policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. This is, you're correct, the supplemental insurance policy that's billed after the primary. This policy helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the insured has
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] An outpatient benefit amount per calendar year of $1250.
[CUSTOMER][NEUTRAL] OK, is there a way that you can um send me through email the benefits information?
[AGENT][NEUTRAL] Uh, we don't do that with our medical policies. We only do that with our dental.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. What's your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Perfect. OK, I'll put that in my notes.
[AGENT][NEUTRAL] And you
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL Ms. [PII]. I hope you have a great day and we appreciate you calling APL.
[CUSTOMER][POSITIVE] You're welcome have a great day.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You too, Ms. [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye.