AccountId: 011433970860
ContactId: 3d735a00-4c8f-42c7-8428-f662ef5b4d9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118300 ms
Total Talk Time (AGENT): 65700 ms
Total Talk Time (CUSTOMER): 44427 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/3d735a00-4c8f-42c7-8428-f662ef5b4d9c_20250310T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Nicholas Children's Hospital Authorization department. I'm calling to get uh benefit information for a patient.
[AGENT][NEUTRAL] Sure, I could check benefits for you. um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you, and then did you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is 02464251, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] OK, and now what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. I really need to look at the inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Outpatient, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guaranteed payment for claims, so their outpatient benefit is on a per calendar day basis it would pay up to $1500 per calendar day.
[CUSTOMER][NEUTRAL] OK, per calendar day 1500 per day.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, can I have a reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last [PII] Was there anything else I could help you with one of that?
[CUSTOMER][POSITIVE] No, no, nothing further. Thank you. Have a good day.
[AGENT][POSITIVE] OK, yeah, thanks for calling. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.