AccountId: 011433970860
ContactId: 771a00fc-5dd7-41a1-b3ff-e60593fe81f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185149 ms
Total Talk Time (AGENT): 89139 ms
Total Talk Time (CUSTOMER): 60958 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/771a00fc-5dd7-41a1-b3ff-e60593fe81f5_20250113T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, did you say [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII] from Shriners Hospital for Children. I'm calling to try to get eligibility information.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am. Thank you. What is the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] My, my, my job.
[AGENT][NEUTRAL] [PII], we'll call him [PII] because I can't say that last name either.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Miss.
[CUSTOMER][POSITIVE] Oh, that's funny, OK.
[AGENT][NEUTRAL] Miss [PII], what is, uh, [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And his policy number?
[CUSTOMER][NEUTRAL] It's 01661549.
[AGENT][NEUTRAL] OK, let me pull him in real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. He does have a supplemental insurance policy. This policy is a gap insurance that helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] He has an inpatient benefit amount of $4500 and an outpatient, let me see, outpatient, outpatient calendar year benefit amount also of $4500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I have the subscriber as Hunter.
[CUSTOMER][POSITIVE] And that's dad. OK, perfect. I have a group number 19953.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's also correct.
[CUSTOMER][NEUTRAL] Perfect. And [PII], is there a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][NEUTRAL] First initial to your last name?
[AGENT][NEUTRAL] C
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. Well thank you so much for your time.
[AGENT][POSITIVE] Well, thank you. You have a blessed day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] You too, thank you, bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.