AccountId: 011433970860
ContactId: 6cc555de-8aa3-4f7c-a0c0-d4d623b5ef6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258850 ms
Total Talk Time (AGENT): 76065 ms
Total Talk Time (CUSTOMER): 79144 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/6cc555de-8aa3-4f7c-a0c0-d4d623b5ef6b_20250107T17:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. This is [PII] calling from Nicholas Children's Hospital. I need to check the patient eligibility and benefits. Could you please help me there?
[AGENT][NEUTRAL] I can help you with that. Do you have a callback number?
[CUSTOMER][NEUTRAL] Yeah, sure, [PII], my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, do you have an extension or is that a direct line?
[CUSTOMER][NEUTRAL] It's a direct line.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 001.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 548
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] The patient's first name is [PII]. The last name is [PII].
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] It's on [PII].
[AGENT][NEUTRAL] You said, what was the date of birth again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And what was the patient's name?
[CUSTOMER][NEUTRAL] Is it [PII]. First name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, it's the last name.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] OK, [PII], take your time.
[AGENT][NEUTRAL] OK, they do have a different policy number.
[CUSTOMER][NEUTRAL] Mm, uh.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 33
[CUSTOMER][NEUTRAL] Yes, uh, the policy is 035900. Am I correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you for that information, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're just needing benefits.
[CUSTOMER][NEGATIVE] Yes, it's not audible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] I need the benefits, sir.
[CUSTOMER][NEUTRAL] No, go ahead, ma'am.
[AGENT][NEUTRAL] The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. Is this for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a specialist office.
[AGENT][NEUTRAL] It's an office visit.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the actual office visit itself is not covered under this policy, but if they have any services done in the doctor's office, it would be covered, but the actual office visit is not covered.
[CUSTOMER][NEUTRAL] OK, for this plan, am I correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Uh, that's all me and uh, I have the only one patient. Uh, could you please provide the reference number for this call?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.