AccountId: 011433970860
ContactId: 6814caaa-2ab5-4ee1-9a84-a84f815f294a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296420 ms
Total Talk Time (AGENT): 109013 ms
Total Talk Time (CUSTOMER): 122967 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/6814caaa-2ab5-4ee1-9a84-a84f815f294a_20250314T18:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm sorry, your voice is cutting out.
[AGENT][NEUTRAL] This is [PII] with ATL. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, Nicholas Children's Hospital urgent care outpatient, and the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Um, the name is [PII], [PII], date of birth and policy I have 023.
[CUSTOMER][NEUTRAL] 13116 ML 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, 023.
[CUSTOMER][NEUTRAL] 131.
[CUSTOMER][NEUTRAL] 16 ML 8.
[AGENT][POSITIVE] OK, thank you. Let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy, um, terminated on [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm looking though, there is an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, OK, there's another one? OK.
[AGENT][NEUTRAL] Yes, it's 2246-772-9.
[CUSTOMER][NEUTRAL] Number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Lucas is
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Lucas's effective date is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Is any max amount for the outpatient?
[AGENT][NEUTRAL] Let me look for you real quick.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEGATIVE] No, nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, just to confirm, um, I wanna double check the, the policy number again just uh to make sure I have all the numbers correct.
[CUSTOMER][NEUTRAL] Um, I have, thank you. 246-7729.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and can I have a reference number from this call, please?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Oh, you didn't confirm how and nothing has been used, but how much is the amount they have the max it's just to put it on the notes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, just a second, let me look at that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So today is [PII].
[AGENT][NEUTRAL] OK, so this is just to verify benefits and it's not a guarantee of payment, uh, he has uh inpatient benefit amount of.
[AGENT][NEUTRAL] $8500.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And he has an outpatient benefit amount.
[CUSTOMER][NEUTRAL] I'm sorry, I, it says.
[AGENT][NEUTRAL] Also of $8500.
[CUSTOMER][NEUTRAL] 8000, 8000 because your voice is cutting out so I couldn't get the whole amount clearly. Sorry.
[AGENT][NEUTRAL] I'm sorry. Yeah, it's 88,500.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] You too, Ms. [PII], have a wonderful weekend. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] OK, well thank you for calling APL you have a good weekend bye bye ma'am.
[CUSTOMER][POSITIVE] You too, thank you, bye. OK.