AccountId: 011433970860
ContactId: 87fab86f-5caf-4bfe-a63d-04143db85f10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277670 ms
Total Talk Time (AGENT): 125400 ms
Total Talk Time (CUSTOMER): 66202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/87fab86f-5caf-4bfe-a63d-04143db85f10_20250409T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just need to verify that a patient is active. I have um their a member ID number here. I just wanna make sure they're active.
[AGENT][NEUTRAL] OK, I can help you with eligibility of a patient. May I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII], uh, phone number would be [PII]. I'm calling you from Nicholas Children's Hospital.
[AGENT][NEUTRAL] OK, thank you, [PII]. I appreciate that. And what is your um patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII], so [PII], the policy number.
[CUSTOMER][NEUTRAL] 01740502 ML 8.
[AGENT][NEUTRAL] OK. Let me look that up real quick.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy. The effective date of the policy of his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], is there
[CUSTOMER][NEUTRAL] Is there any limitations to that or no?
[AGENT][NEUTRAL] No, sir. Um, this is actually, and this is to verify its benefits. It's not a guarantee of payment. Uh,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] This is a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount per calendar year of $2500 and then he also has an outpatient benefit amount per calendar year of $1250.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I have uh one more question. Can I verify another patient that I have pending or? OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can um let me put my notes in on this one real quick and then we'll move on to the next one.
[CUSTOMER][POSITIVE] Yeah, no worries, thank you.
[CUSTOMER][POSITIVE] Alright thank you to.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, what's the next patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII] Last name is [PII], [PII] The policy number is 01606610 ML8.
[AGENT][NEUTRAL] OK, let me pull that one in.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy also. Her effective date is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] This is just to
[AGENT][NEUTRAL] Supplemental policy also that helps with deductible, co-pay and co-insurance. She has a benefit amount for inpatient calendar year of 2500.
[AGENT][NEUTRAL] And then an outpatient calendar year benefit of $1250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with, [PII], before we go?
[CUSTOMER][NEUTRAL] Um, can I get a reference number for the call?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much have a good day [PII].
[AGENT][POSITIVE] You're welcome, [PII]. You have a good day also and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye bye.