AccountId: 011433970860
ContactId: 544d87ac-92cc-4900-8484-9dd07c0b164a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161729 ms
Total Talk Time (AGENT): 58280 ms
Total Talk Time (CUSTOMER): 54966 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/544d87ac-92cc-4900-8484-9dd07c0b164a_20250320T14:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is uh [PII] calling from Nicholas Children's Hospital. And I would like to check for the patient's eligibility and benefits.
[AGENT][POSITIVE] Sure, I can assist you with that, [PII]. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the member's policy number that you're calling to verify benefits for today, [PII]?
[CUSTOMER][NEUTRAL] Um, that would be 02509922.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility. This member's policy has been active since [PII] and it's currently active. She has outpatient benefits of $750 per calendar day, and this is not a guaranteed benefit, just a disclaimer on the policy's coverage.
[CUSTOMER][NEUTRAL] Yes, OK, um.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Uh, can you please repeat the effective date?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] Thank you. Uh, is there any co-pay coinsurance for this number?
[AGENT][NEUTRAL] No, this is a gap insurance. It assists with the deductible, co-pay and co-insurance to the primary. Is there anything else that I could assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, I would like to know the plant type.
[AGENT][NEUTRAL] This is a gap insurance.
[CUSTOMER][NEUTRAL] Gap Insurance, OK. Uh, is there any call reference number for this call?
[AGENT][NEUTRAL] We don't provide those unfortunately. However, you can use my name in today's date as a reference. My name is [PII] and today's date is a reference.
[CUSTOMER][POSITIVE] Yeah, thank you so much, [PII] for assisting and have a wonderful day. Bye.
[AGENT][POSITIVE] Thanks for calling APO you have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.