AccountId: 011433970860
ContactId: 6bc3b795-6af4-42af-9b6e-b6134fd54055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305619 ms
Total Talk Time (AGENT): 75906 ms
Total Talk Time (CUSTOMER): 76125 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/6bc3b795-6af4-42af-9b6e-b6134fd54055_20250123T13:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. I'm [PII] calling from Nicola Children's Hospital. I'm looking for eligibility and benefit. Could you just spell your name for me?
[AGENT][NEUTRAL] My name is [PII] And can you give me your name and spell it?
[CUSTOMER][POSITIVE] Yeah, sure. It's gonna be [PII].
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected I can call you back.
[CUSTOMER][POSITIVE] Yes, yes, I do have, just give my all.
[CUSTOMER][NEUTRAL] Yeah, the callback number is gonna be, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][POSITIVE] Yeah, I do.
[CUSTOMER][NEUTRAL] Just give me a minute. I'll let you know the policy number for you. The policy number, it is gonna be, it is 02555946. It is 023 consecutive 5 and 946.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure, [PII]. And how is your day going on?
[AGENT][POSITIVE] Good, it's cold.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Yeah, the member's name is gonna be this.
[CUSTOMER][NEUTRAL] It's no what more and the data but it's gonna be [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with that. And the effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] Yeah, got it. Uh,
[CUSTOMER][NEUTRAL] Can I have the outpatient benefits for this member?
[AGENT][NEUTRAL] OK. Hold on one moment, I'll look that up for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hold on one moment. I'm, I'm looking it up for you.
[CUSTOMER][POSITIVE] Sure, take your time. No worries. You're fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Sure, sure. Take your time. No worries, you're fine.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, the outpatient max we would pay.
[AGENT][NEUTRAL] Whatever applies, it coordinates with the primary insurance.
[AGENT][NEUTRAL] So whatever the primary applies to their deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] is what we pick up only those three columns and any benefits given over the phone is not a guarantee of payment and we pay up to $3000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Yeah, just give me a minute.
[CUSTOMER][NEUTRAL] Yeah, got you. Can I have a call reference number, [PII]?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Can I have your last name or first initial?
[AGENT][NEUTRAL] My initial is [PII]
[CUSTOMER][POSITIVE] Yeah, got it. Thank you, [PII]. You would have a great day ahead. Bye bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.