AccountId: 011433970860
ContactId: 6c2e6eb0-3213-45a5-a233-2373acb3b7ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120879 ms
Total Talk Time (AGENT): 44959 ms
Total Talk Time (CUSTOMER): 50866 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/6c2e6eb0-3213-45a5-a233-2373acb3b7ac_20250211T21:09_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Nichola's Children's Hospital Authorization department. I'm just calling to verify coverage for patient for outpatient services.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure, [PII] and the policy ID is 1395395 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] [PII], thank you. Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]'s policy has been active since [PII] and is currently active. She has outpatient benefits.
[AGENT][NEUTRAL] Of $2000 per calendar day and this is not a guarantee of benefit it's just a disclaimer of the policy coverage.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so for outpatient it's 2000. Can you tell me if that's still available for the year?
[AGENT][NEUTRAL] I stated that it is $2000 per calendar day, not per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And yes, would you mind repeating the um
[AGENT][NEUTRAL] Is there anything I can assist you with?
[CUSTOMER][NEUTRAL] I'm sorry, the effective date?
[AGENT][NEUTRAL] This policy has been effective since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I just have a reference number?
[AGENT][NEUTRAL] We don't provide those, unfortunately, [PII], however, you can use my name and today's date as a reference.
[CUSTOMER][POSITIVE] OK thank you have a good day.
[AGENT][POSITIVE] Thanks for calling APL