AccountId: 011433970860
ContactId: 33ca5c96-f977-4625-b8ae-0c7c40a3533e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131000 ms
Total Talk Time (AGENT): 59426 ms
Total Talk Time (CUSTOMER): 49103 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/33ca5c96-f977-4625-b8ae-0c7c40a3533e_20250506T13:23_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Nicholas Children's Hospital, and um I'm calling to verify insurance gap insurance.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. And first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes ma'am, it's 02.
[CUSTOMER][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] 8019.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for outpatient. It's an ultrasound that she's having done.
[AGENT][NEUTRAL] OK, for outpatient, let's see. For outpatient, we cover up to 5000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] [PII] register 15 [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alrighty [PII], thank you so much and could I get a call um number for this a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that would be all.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too have a good one bye bye.
[AGENT][POSITIVE] Mhm, thank you.