AccountId: 011433970860
ContactId: 891a01ff-0627-4d11-9c7f-7fc060963218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166419 ms
Total Talk Time (AGENT): 99999 ms
Total Talk Time (CUSTOMER): 50386 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/891a01ff-0627-4d11-9c7f-7fc060963218_20250415T13:09_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Nicholas's Children's Hospital. I'm calling to get the benefits and for a patient.
[AGENT][POSITIVE] Yes, ma'am. I will be glad to help you and go ahead and give me a good policy number and your name, please, ma'am.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you policy number 02399.
[CUSTOMER][NEUTRAL] 328.
[CUSTOMER][NEUTRAL] M as in Mary, L as in [PII], B as in [PII].
[AGENT][NEUTRAL] All righty. And your name please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and that's a direct number.
[AGENT][POSITIVE] Alrighty, thank you so much [PII] for all that information. Now your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] Sure, it's [PII] first last name [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for all of that information, [PII], and that looks like is a dependent on this medical supplemental plan. I do show his original effective date is [PII]. Patient is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, let's see. OK, now, of course, what we are is just his medical supplemental plan, [PII]. So the only thing that we would pick up and pay on is anything for sickness and injury that is applied towards his deductible, co-pay, or co-insurance at his primary insurance carrier, and his outpatient benefit here is a zero deductible, no pre-cert, and he has a $500 per calendar day benefit here.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Per day.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Um, I'm sorry, can you spell it?
[AGENT][NEUTRAL] Was that all I can help answer for you today?
[CUSTOMER][NEUTRAL] Yeah, um, can you spell your name for me?
[AGENT][NEUTRAL] I sure can. It is [PII] spelled [PII], [PII].
[CUSTOMER][NEUTRAL] OK, is there a call reference number for today?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, we don't give call reference number, [PII], but you can use my name in today's date if you need to do so, OK?
[CUSTOMER][POSITIVE] All right thank you so much for your help today. I hope you have a great day.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You as well, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.