AccountId: 011433970860
ContactId: 3d9a4c18-8cb0-4c7e-8a26-ceeb7b705b89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314299 ms
Total Talk Time (AGENT): 116292 ms
Total Talk Time (CUSTOMER): 129639 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/3d9a4c18-8cb0-4c7e-8a26-ceeb7b705b89_20250423T19:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I couldn't hear your name. What is your name again, please?
[AGENT][NEUTRAL] My name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] Perfect. And my name is [PII]. I'm calling from Nicolaus Children's Hospital. Um, I'm calling in regards to a patient that is going to be seen at the hospital on [PII]. I spoke to Dad and he provided me with the insurance information to obtain benefits with you guys.
[AGENT][NEUTRAL] OK, I can help you with the benefit for the. um, can you spell your name for is it [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, thank you Miss [PII]. And then what is your call back number just in case the call is dropped.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh my God, your phone is cutting. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. It's [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] And the policy number is 024.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 15324.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Oh, OK, I do see that theos does have an active policy with us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me check his effective date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy is still current and active.
[CUSTOMER][NEUTRAL] OK. And what is the um the
[AGENT][NEUTRAL] And this is a supplemental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, um, he's gonna be at the hospital for
[AGENT][NEUTRAL] So this is just to verify benefits.
[AGENT][NEUTRAL] Uh-huh. Go ahead.
[CUSTOMER][POSITIVE] Sorry about that. Continue.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK, so what I was saying is that he's gonna be at the hospital through outpatient. So I guess I need the outpatient benefits.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, this is just to verify and if it's it's not a guarantee of payment, thank you. He has um a supplemental.
[CUSTOMER][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Policy that's billed secondary to the primary.
[AGENT][POSITIVE] It helps with deductible, copay, and coinsurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has an outpatient benefit amount.
[AGENT][NEUTRAL] Of
[AGENT][NEUTRAL] And this is per occurrence.
[AGENT][NEUTRAL] Of $500 to help with deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $500 power co-pay, deductible, or co-insurance?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And this is the Mac for outpatient, correct?
[AGENT][NEUTRAL] Yes, per occurrence.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh all righty. And can I get a reference number for this call, please?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Already. Mhm.
[CUSTOMER][POSITIVE] Thank you, [PII], for your help.
[AGENT][NEUTRAL] Is there anything else, Miss?
[AGENT][NEUTRAL] You're welcome, Miss [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] That's all I can help you with.
[CUSTOMER][POSITIVE] Oh thank you I appreciate that.
[AGENT][POSITIVE] We appreciate you. I hope you have a good night and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.