AccountId: 011433970860
ContactId: 7322e9fe-c02d-4d46-9b32-81e0b45c4938
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147279 ms
Total Talk Time (AGENT): 60358 ms
Total Talk Time (CUSTOMER): 42774 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/7322e9fe-c02d-4d46-9b32-81e0b45c4938_20250115T15:37_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nicholas Children's Hospital to confirm eligibility and benefits for a patient that has American public life.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some eligibility and benefits today, my friend. Do you mind if I have your name, please?
[CUSTOMER][NEUTRAL] Yeah my name is [PII].
[AGENT][NEUTRAL] And do you mind if I get a good call back number from you real quick as well?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful, and your member's policy number?
[CUSTOMER][NEUTRAL] It is 01078915.
[AGENT][NEUTRAL] All right. And let me pull up that policy for you, my friend.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Would you be able to verify for me pretty please your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you. I see they are current and active with us. The effective date is the same as their birthday, [PII]. And you said you were looking for benefits, are they inpatient or outpatient?
[CUSTOMER][NEUTRAL] They're outpatient.
[AGENT][NEUTRAL] Perfect and I'm gonna pull up those benefits for you. I do wanna let you know any benefit information I give you over the phone. It's just a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, it looks like your patient has an outpatient benefit of $500 per occurrence.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I just need to know if it was active.
[AGENT][NEUTRAL] Oh, yes, they are active.
[CUSTOMER][NEUTRAL] So yeah, OK, that's it.
[CUSTOMER][NEUTRAL] Um, can I get a reference number for this call, please?
[AGENT][NEUTRAL] Oh yeah, you betcha. It's gonna be my name, [PII], first initial last name, [PII], and today's date?
[CUSTOMER][POSITIVE] OK, that's it thank you so much have a good rest of your day.
[AGENT][POSITIVE] Hey, my pleasure you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.