AccountId: 011433970860
ContactId: 3cafc004-1120-4222-b473-c1f6cbba6175
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278059 ms
Total Talk Time (AGENT): 91468 ms
Total Talk Time (CUSTOMER): 75380 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/3cafc004-1120-4222-b473-c1f6cbba6175_20250523T15:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from Nicholas Children's Hospital to check on eligibility status.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, yeah, sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] 846-023
[CUSTOMER][NEUTRAL] Yeah yeah 7.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII]. The last name is [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Me
[AGENT][NEUTRAL] OK, that part 3. OK, and you said you're looking for eligibility today, correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is this patient have any coincidence or copay?
[AGENT][NEUTRAL] For office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, Ms. [PII], we are the secondary supplemental plan to the major medical, uh, we're not the major medical. With this one, we do not cover office. It's only for outpatient facilities, hospitals, urgent care, surgical centers, and diagnostic centers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh, OK. May I know the specialist visit?
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] This, this policy doesn't cover office benefits or office visits or office treatments.
[CUSTOMER][NEUTRAL] Mhm, OK, mm.
[CUSTOMER][NEUTRAL] Uh, OK. Could you please repeat your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK. And uh can I get the reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will.
[CUSTOMER][NEUTRAL] OK, sure, um.
[CUSTOMER][NEUTRAL] OK, that's all the information I needed. Uh, or this, this patient have any deductible?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Not with us, we are the secondary.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so, OK, that's all the information I needed today.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a good day.
[AGENT][NEUTRAL] No, that is clear.
[CUSTOMER][POSITIVE] Yeah, thank you. Have a nice day.
[AGENT][POSITIVE] You're welcome. You're as well.