AccountId: 011433970860
ContactId: 6527234a-b4e5-475c-b7d2-eef2dd8aaad0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135080 ms
Total Talk Time (AGENT): 72988 ms
Total Talk Time (CUSTOMER): 58717 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/6527234a-b4e5-475c-b7d2-eef2dd8aaad0_20250113T16:25_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Nichola's Children's Hospital. Calling to verify benefits for a patient, please.
[AGENT][NEUTRAL] I can help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] But I was thinking.
[AGENT][NEUTRAL] Thank you. And what is that policy number, [PII], that we're looking at today?
[CUSTOMER][NEUTRAL] 01315616
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Oh wait, I think that policy is old. Oh boy, um.
[CUSTOMER][NEUTRAL] Hold on because the mother gave a couple of.
[CUSTOMER][NEUTRAL] Let me give you this other ID number. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02013321.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. You mentioned benefits. Uh, the policy is a secondary or gap insurance and it's meant to pick up the deductible, co-payment or co-insurance from the major medical for inpatient and outpatient services, treatment within a physician's office. Is there anything in particular that we should be looking at that you'd like the benefits for?
[CUSTOMER][NEUTRAL] Um, the hospital outpatient observation.
[AGENT][NEUTRAL] Yes, so what we will do is we will pick up the deductible, co-payment or co-insurance up to $3000 per calendar year. That's just the verification of the benefits, not a guarantee of payment, um, and it doesn't look like she's used [PII]'s used any of her benefits for this calendar year, so it looks like that's all going to be available and you'll just file through, uh, the, uh, major medical first and then us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect um, [PII], may I have the initial of your last name if you don't mind?
[AGENT][NEUTRAL] Yes, it's [PII], and we're gonna use that today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that's it thank you have a nice day.
[AGENT][POSITIVE] OK, thanks for contacting A we can