AccountId: 011433970860
ContactId: 2f636063-a8d0-4972-9f96-e2aa70f7fa8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119129 ms
Total Talk Time (AGENT): 58262 ms
Total Talk Time (CUSTOMER): 47061 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/2f636063-a8d0-4972-9f96-e2aa70f7fa8d_20250106T16:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Oh funny.
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Nicholas Children's Hospital. This is [PII]. I'm trying to verify benefits for an EKG.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. And may I have um a callback number just in case we get disconnected, Mrs. [PII]?
[CUSTOMER][NEUTRAL] Yes, the direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 01975672 M like Mary L like Larry 8.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] What was your name sorry?
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] So it's [PII] and it's [PII].
[AGENT][NEUTRAL] [PII], so it's gonna be for the benefit, OK. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical. And with this one we have outpatient maximum of 200 per covered person per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. So then if the EKG is 250, you'd cover 200.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK, perfect, that's all I needed to know. Can I have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers so you can use my name in today's day if you will.
[CUSTOMER][POSITIVE] OK perfect thank you so much so have a good day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling ATL. bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.