AccountId: 011433970860
ContactId: 518ffb30-f1e1-4ae0-a317-3e01ddf9374d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287350 ms
Total Talk Time (AGENT): 92657 ms
Total Talk Time (CUSTOMER): 123916 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/518ffb30-f1e1-4ae0-a317-3e01ddf9374d_20250203T13:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling in regards to one of your members.
[AGENT][NEUTRAL] OK, I can barely hear you. Do you have me on speaker?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK. Your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Could you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Of course, [PII]
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to uh check on one of your members.
[AGENT][NEUTRAL] OK, what information are you checking?
[CUSTOMER][NEUTRAL] If uh if it's active he or he has any um available credit?
[AGENT][NEUTRAL] So you're needing eligibility and benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And is the service in a doctor's office?
[CUSTOMER][NEUTRAL] It's Hospitalone.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] That's what I'm trying to get because my computer guy just is frozen. Can I give you the name and last name?
[CUSTOMER][NEUTRAL] Or bear with me one second.
[AGENT][NEUTRAL] Spell the first and last name?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] The last name is [PII].
[CUSTOMER][NEUTRAL] And first name is [PII].
[AGENT][NEUTRAL] Can you spell the first and last name for me, please?
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] So he has two first names?
[CUSTOMER][NEUTRAL] Two first names correct.
[AGENT][NEUTRAL] And do you have a social security number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I did not have her social security number. Let me go ahead and see if I can if I can.
[AGENT][NEUTRAL] And you're calling on behalf of which hospital?
[CUSTOMER][NEUTRAL] Nicola Children Hospital.
[AGENT][NEUTRAL] OK. And what's the patient's date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And then, uh, do you have a mailing address for this patient?
[CUSTOMER][NEUTRAL] Yes, his mailing address is.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Hold on, I got so frozen.
[CUSTOMER][NEUTRAL] Let me try to get in here.
[CUSTOMER][POSITIVE] I'll be right with you, OK? Give me one second.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, the mailing address is [PII].
[AGENT][NEUTRAL] The city, state and zip code?
[CUSTOMER][NEUTRAL] [PII]. I got the policy number if you want.
[AGENT][POSITIVE] All right, thanks for the
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It's 02464981.
[AGENT][NEUTRAL] OK, thank you for that information, Consuelo. I'm showing the policy effective date is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, this policy is active at this time, and you said that this is outpatient facility?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm showing the maximum outpatient benefit up to $2500 that is per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment, and I do not show any of that benefit used at this time. Did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's all is available?
[AGENT][NEGATIVE] I do not show any of the benefit used at this time.
[CUSTOMER][NEUTRAL] So this time is.
[CUSTOMER][NEUTRAL] OK, alright, is, um, and may I have your name please?
[AGENT][NEUTRAL] You'll use my name and today's date as reference for today's call [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Good morning. OK.
[AGENT][NEUTRAL] And first initial of the last name is [PII]. And anything else?
[CUSTOMER][POSITIVE] Thank you so much Daa. No, that's it. Thank you. Have a wonderful day. bye bye.
[AGENT][POSITIVE] Alrighty, thanks for calling.
[AGENT][POSITIVE] You too. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Like.