AccountId: 011433970860
ContactId: 6438fda9-3dc1-49ba-8533-bf804eb9208e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153639 ms
Total Talk Time (AGENT): 76133 ms
Total Talk Time (CUSTOMER): 38313 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/6438fda9-3dc1-49ba-8533-bf804eb9208e_20250501T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, yes, this is [PII] calling from Nicola Children Hospital, uh, regarding eligibility on a member.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 01611775
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can assist you with that, and thank you so much [PII] for verifying the policy. It does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, what is the maximum per year?
[AGENT][NEUTRAL] Is this for inpatient, outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] And this is done within an outpatient facility?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I'm pulling that information up for you as well.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. The member's outpatient benefit is up to $1500 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Have they used any of the 1500?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] Uh, thank you, and your name is?
[AGENT][NEUTRAL] It is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] It is spelled [PII] Last initial of [PII] and today's date will be the call reference.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye bye.
[AGENT][NEUTRAL] Bye.