AccountId: 011433970860
ContactId: 62c02daa-812a-47e7-b473-1cedce8e7243
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197009 ms
Total Talk Time (AGENT): 63394 ms
Total Talk Time (CUSTOMER): 82894 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/62c02daa-812a-47e7-b473-1cedce8e7243_20250610T14:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. I'm Will calling from Nicholas Children's Hospital to check on eligibility status for the patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility, and can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] Yeah, sure. My name is [PII].
[AGENT][NEUTRAL] OK, and well, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The member's ID will be 025.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 62 M as in Mike, L as in Lima, and 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Wait a minute, you said 025062?
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] 25,630.
[AGENT][NEUTRAL] OK, can you say the whole thing again because it broke up and I, I, I guess I got a piece of it. Can you just say the whole policy number again?
[CUSTOMER][NEUTRAL] Yeah, sure, sure, sure. Definitely. 02563062.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima.
[CUSTOMER][NEUTRAL] 8. Last digit is 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. Definitely the member's first name is [PII]. Last name is [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] till present, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. So is this a PPO plan?
[AGENT][NEUTRAL] So this is a secondary policy. This is their Medlink plan, so there's no network.
[CUSTOMER][NEUTRAL] Oh, I understand. So the patient is active, right?
[AGENT][NEUTRAL] Yes, the policy is active.
[CUSTOMER][NEUTRAL] OK. Can I have the reference number for this caller now?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you, thank you, [PII], for the kind information. It was nice speaking with you. Have a good day, [PII]. Bye for now.
[AGENT][NEUTRAL] You also, was there anything else I can help with?
[CUSTOMER][POSITIVE] No, I think I got it all covered. Thank you so much.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah. Bye for now.