AccountId: 011433970860
ContactId: 3c0cac91-7196-464b-aa99-3155d5d7b90f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139550 ms
Total Talk Time (AGENT): 62230 ms
Total Talk Time (CUSTOMER): 60728 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/3c0cac91-7196-464b-aa99-3155d5d7b90f_20250407T16:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Nick Children's Hospital. Can I have your name once again? You said [PII]?
[AGENT][NEUTRAL] Um, it's [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you. My last initial is [PII]. Um, so would you like to call back telephone number?
[AGENT][NEUTRAL] Um, yes, sir. What's a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] I have the policy number as
[CUSTOMER][NEUTRAL] 02609956
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Bear with me one moment. I have [PII], last name, uh date of birth is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Uh yes, I found them in our system and how can I help you?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Patient is going to be here at Nicholas Children's for an outpatient exam and I just wanted to know what their outpatient, uh, coverage was.
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active. And for outpatient, let's see.
[AGENT][NEUTRAL] For outpatient, we cover up to 6000 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] Yeah
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] OK, um, that actually, uh, completes the purpose of my call. Thank you for taking the time to answer, um.
[CUSTOMER][NEUTRAL] What can I have a call reference number?
[AGENT][NEUTRAL] Yes, sir. So the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] for the
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] No, that was that was actually all, thank you very much.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Likewise bye.