AccountId: 011433970860
ContactId: 7305bf64-09e4-426f-908c-3303f416fa59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148300 ms
Total Talk Time (AGENT): 46737 ms
Total Talk Time (CUSTOMER): 70061 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/7305bf64-09e4-426f-908c-3303f416fa59_20250212T13:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Nicholas Children's Hospital in [PII]. We have a member that presented us with a card um for your insurance as secondary, and I just wanted to verify benefits.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is um insurance coverage group number um in hospitals benefit cert number. Is that what you want?
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK, um, 01545866 M like Michael, L like Larry, 7.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information. And [PII], did you say you needed eligibility?
[CUSTOMER][NEUTRAL] Yep, we just wanna make sure that um he does have coverage with you all before we send you the the bill after the primary pays.
[AGENT][NEUTRAL] OK, so I do show an effective date of.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy is, let's see, it's active at this time.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] What's the date of service of the claim?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, the policy is active.
[CUSTOMER][NEUTRAL] OK perfect and do you have a call reference number for today?
[AGENT][NEUTRAL] Any other questions, [PII]?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. [PII]
[AGENT][NEUTRAL] First initial with last name is [PII] and any other questions?
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you so much for your help with this.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.