AccountId: 011433970860
ContactId: 84e22ae8-3c69-4a42-b3b9-c929078a8801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238300 ms
Total Talk Time (AGENT): 83231 ms
Total Talk Time (CUSTOMER): 94129 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/84e22ae8-3c69-4a42-b3b9-c929078a8801_20250529T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from Nicholas Children's Hospital. I need to check on a patient eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. May I please get your callback number, sir?
[CUSTOMER][NEUTRAL] Yeah, so [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I have a patient first name [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] And you asked for policy number, right?
[AGENT][NEUTRAL] I'm sorry sir, can you repeat that question?
[CUSTOMER][NEUTRAL] I ask for the policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] It's 20, sorry, sorry.
[CUSTOMER][NEUTRAL] It's just that it's uh 021.
[CUSTOMER][NEUTRAL] 441
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima. S as in Sam.
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] I think that.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. His effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. There is no termination there, right?
[AGENT][NEUTRAL] No sir, the policy is active and current.
[CUSTOMER][NEUTRAL] Uh, perfect. Uh, does any patient has any, uh, benefits like co-pay or coinsurance for the office specialty visit?
[AGENT][NEUTRAL] OK, let me look up benefits for you and this is just to verify the benefits. It's not a guarantee of payment. Uh, he does have, uh, let's look real quick, he has an outpatient calendar year benefit amount of $7900.
[AGENT][NEUTRAL] That helps with deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me check um.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So a lot of.
[AGENT][NEUTRAL] OK, yes, sir.
[AGENT][NEUTRAL] Do you want me to check his benefits to see if he has anything remaining?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, that's it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Um, they have not used anything thus far for the year of [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Got it. uh May I know your name, please, for the accommodation purpose here?
[AGENT][NEUTRAL] Yes, you can use um my name [PII] and today's date for your reference number.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your assistance, [PII].
[CUSTOMER][POSITIVE] And it's enough for now. Have a great day.
[AGENT][POSITIVE] You have a wonderful day too, [PII]. Thank you for calling APL. You take care, sir.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, you too.