AccountId: 011433970860
ContactId: 3386c497-baf1-41bc-ac57-316f9e9a6912
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213850 ms
Total Talk Time (AGENT): 93971 ms
Total Talk Time (CUSTOMER): 69691 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/3386c497-baf1-41bc-ac57-316f9e9a6912_20250116T19:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nicholas Children's Outpatient Center. I have a patient coming in um for an X-ray, and we're trying to obtain their benefits.
[AGENT][POSITIVE] OK, I can help you with benefits. Can you please give me your name, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] And [PII], what is your callback number in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] The patient's name is [PII]. That's [PII]
[AGENT][NEUTRAL] OK, and then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] The policy is 02507924ML8.
[AGENT][NEUTRAL] OK, let me pull in that policy for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy for her is [PII].
[CUSTOMER][POSITIVE] Ok that's good.
[AGENT][NEUTRAL] And this is just to verify her coverage it's not a guarantee of payment.
[AGENT][NEUTRAL] I have a supplemental insurance policy that's billed secondary to the primary.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $7500 per calendar year and then she also has an outpatient benefit amount of $3500 per calendar year to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, has she used any?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] Of the outpatient?
[AGENT][NEUTRAL] Right. Let me check for you.
[AGENT][NEUTRAL] No, nothing has been used for the year of [PII] yet.
[CUSTOMER][NEUTRAL] OK perfect and what's your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Do you have a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][NEUTRAL] And the.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome bye bye.