AccountId: 011433970860
ContactId: 29be38cd-b74d-4cb6-b947-05ba5d06949a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164399 ms
Total Talk Time (AGENT): 63318 ms
Total Talk Time (CUSTOMER): 52900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/29be38cd-b74d-4cb6-b947-05ba5d06949a_20250313T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, yes, this is [PII]. I'm calling from Nicola Children's Hospital regarding eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 10459997.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] The active policy number will be 014803777.
[AGENT][NEUTRAL] This plan is effective to [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect, um, can you tell me what is the maximum coverage uh for outpatients?
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. So outpatient per calendar day allows $500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per calendar day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so that would, uh, fall into observation also, right?
[AGENT][NEUTRAL] How long is observation? Is it longer than 18 hours?
[CUSTOMER][NEUTRAL] Observation of.
[CUSTOMER][NEUTRAL] Yeah, the patient was here from um.
[CUSTOMER][NEUTRAL] 312 and um was discharged.
[CUSTOMER][NEUTRAL] Today.
[AGENT][NEUTRAL] OK, so if it's over 18 hours, it will fall under the inpatient calendar year benefit amount of $4000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. Have they met anything?
[AGENT][NEUTRAL] One moment, I'll pull that up.
[AGENT][NEGATIVE] She has not used any benefits for [PII].
[CUSTOMER][POSITIVE] OK awesome thank you so much um and have a great day.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.