AccountId: 011433970860
ContactId: 8c802274-a363-4966-a92b-c59c970f9e35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131029 ms
Total Talk Time (AGENT): 57199 ms
Total Talk Time (CUSTOMER): 45668 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/8c802274-a363-4966-a92b-c59c970f9e35_20250409T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Nicholas Children's Hospital to check um eligibility on a patient, please.
[AGENT][POSITIVE] All right. I'm happy to check eligibility. What's their policy number?
[CUSTOMER][NEUTRAL] I have 02611449.
[AGENT][NEUTRAL] Alright, thank you for that. Let me just pull this up here one moment.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date is [PII]. We're the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Is there any lifetime max?
[AGENT][NEUTRAL] Uh, let's see, there's probably are we looking for outpatient?
[CUSTOMER][NEUTRAL] dollars
[CUSTOMER][NEUTRAL] Correct. An outpatient surgery at an outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the outpatient benefit max is for the calendar year and it looks like the total is 19,500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Alrighty, um, and are they requiring any authorization?
[AGENT][NEUTRAL] No, no prior office is required, no.
[CUSTOMER][NEUTRAL] From you guys?
[CUSTOMER][POSITIVE] Perfect. OK. Can I have a reference number, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] And today's date you said right?
[AGENT][POSITIVE] Yup, correct.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.