AccountId: 011433970860
ContactId: 7fcf07b4-187f-4dfe-a4d2-caff576af6aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118019 ms
Total Talk Time (AGENT): 46038 ms
Total Talk Time (CUSTOMER): 47869 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7fcf07b4-187f-4dfe-a4d2-caff576af6aa_20250520T15:21_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Nicholas Children's Hospital.
[CUSTOMER][NEUTRAL] Uh, I was calling to report. I was calling to report nothing, sorry, calling to verify benefits.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Oh my [PII], yay.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name, please?
[CUSTOMER][POSITIVE] Thank you. Oh, [PII]
[AGENT][POSITIVE] I have no doubts if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 81566.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] as a kill.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][NEUTRAL] I do show the inpatient calendar year maximum is $3000.
[CUSTOMER][NEUTRAL] 3000. OK, and can I have the billing address please if you don't mind?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and [PII], may I have the initial of your last name if you don't mind?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's it thank you have a nice day.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thanks bye bye.