AccountId: 011433970860
ContactId: 3c4027df-a4a3-44f4-b55e-572398f14227
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161619 ms
Total Talk Time (AGENT): 54201 ms
Total Talk Time (CUSTOMER): 71050 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3c4027df-a4a3-44f4-b55e-572398f14227_20250129T22:54_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm part of the, uh, registration team at Primary Children's, and I was just wanting to verify, uh, patient's insurance.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, and I'm sorry, can you spell your name?
[CUSTOMER][NEUTRAL] Uh, their name or my name?
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, 04202455025 ML 7.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. All right, and we have an effective date of [PII] and it is active at the moment. This is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Uh, me, I'm sorry, what was that?
[AGENT][NEUTRAL] This is a secondary supplemental plan for the major medical.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what I have it set up and.
[CUSTOMER][NEUTRAL] I'm trying to see here.
[CUSTOMER][NEUTRAL] No, just wanted to verify um.
[CUSTOMER][POSITIVE] The coverage and I'll go ahead and get that confirmed. So thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today? Any other questions or concerns?
[CUSTOMER][NEUTRAL] Uh, let me check really quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For inpatient admitting, there's no um pre-authorization needed from the insurance?
[AGENT][NEUTRAL] No, because we are the um secondary, we follow primary. There's no authorization needed.
[CUSTOMER][POSITIVE] OK, right, that's everything so thank you so much for verifying that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You, you're welcome and thank you for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you goodbye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.