AccountId: 011433970860
ContactId: 80410ef6-dbb7-4736-9536-4fee0517aa10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138820 ms
Total Talk Time (AGENT): 46918 ms
Total Talk Time (CUSTOMER): 45833 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/80410ef6-dbb7-4736-9536-4fee0517aa10_20250430T20:01_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Nicholas Children's Hospital. And I'm here to check the patient's eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] The callback is [PII].
[CUSTOMER][NEUTRAL] And the policy number is?
[CUSTOMER][NEUTRAL] 1988283 ML 8.
[AGENT][POSITIVE] Thank you, you did say your name was [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII], could you verify that patient's name and date of birth that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. You're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] But she see an office visit?
[AGENT][NEGATIVE] This policy does not cover office visits unfortunately.
[CUSTOMER][NEUTRAL] OK. What the policy it will be covered?
[AGENT][NEUTRAL] It only covers inpatient and outpatient services.
[CUSTOMER][NEUTRAL] What kind of uh
[CUSTOMER][NEUTRAL] Sorry, ma'am, I couldn't understand. Could you please elaborate it?
[AGENT][NEUTRAL] It only covers inpatient and outpatient services. Office visits are not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much. And could you please uh tell me the card reference number?
[AGENT][NEUTRAL] We don't provide those. However, you can use my name and today's date as a reference. [PII] and today's date as a reference. Is there anything else that I could assist you with today?
[CUSTOMER][POSITIVE] No, that's for the day. Thank you so much, [PII] for assisting and have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.