AccountId: 011433970860
ContactId: 4b0c876f-3be5-488a-af17-e22173d7ecf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207000 ms
Total Talk Time (AGENT): 103259 ms
Total Talk Time (CUSTOMER): 62553 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/4b0c876f-3be5-488a-af17-e22173d7ecf9_20250113T15:20_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APO. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Nationwide Children's Hospital to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some eligibility and benefits today, Ms. [PII], and do you mind if I grab a good call back number real quick?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful, thank you. And your patient's policy number, please?
[CUSTOMER][NEUTRAL] 02557107
[AGENT][POSITIVE] Perfect, give me a moment to get that pulled up.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] Wonderful. And can you verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And uh Cody is current and active, has an effective date of January, oh, I'm so sorry, I think I misread that um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then give me a moment to get some benefits pulled up. Were you looking for inpatient or outpatient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] I do want to let you know that any benefits I give over the phone is just a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] We have a couple outpatient benefits. Um, can I ask, is it an urgent care physician's office and ER?
[CUSTOMER][NEUTRAL] Um, it will be outpatient mental health services.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have CPT codes if that's helpful.
[AGENT][NEUTRAL] Unfortunately, I can't check off of the CPT codes, but this policy is a limited hospital indemnity policy, and there are some outpatient services. They're for accident and sickness treatment, but I'm not seeing, like it's broken down like the ER urgent care physician's office or physical therapy, so I'm not seeing anything for mental health.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, do you have anything for a diagnostic assessment or psychological testing?
[AGENT][NEUTRAL] I have diagnostic testing, but I don't know if any psychological testing is included on that. It's typically like EKGs and CAT scans and stuff like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] Perfect. So that.
[CUSTOMER][NEUTRAL] Well then answer all of my questions, um.
[CUSTOMER][NEUTRAL] Could I just get a call reference number?
[AGENT][NEUTRAL] Oh yeah, you betcha. It's gonna be my name, [PII], first initial last name, [PII], in today's date.
[CUSTOMER][POSITIVE] All right awesome thank you so much I appreciate all of your help.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much, Ms. [PII]. You have a wonderful Monday.
[CUSTOMER][NEUTRAL] You bye bye.
[AGENT][NEUTRAL] Bye bye.