AccountId: 011433970860
ContactId: 8db990db-f2db-478f-86fc-97bb6616e00c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129508 ms
Total Talk Time (AGENT): 46349 ms
Total Talk Time (CUSTOMER): 48449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8db990db-f2db-478f-86fc-97bb6616e00c_20250225T15:37_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Nicholas Children's Hospital. Uh, I was calling to verify benefits for a patient, please.
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Did
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Call back [PII].
[AGENT][NEUTRAL] And your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] The letter
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 65546.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have to
[CUSTOMER][NEUTRAL] Aspen sign, date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So let me give you the correct policy number. Let me know when you're ready for it.
[CUSTOMER][NEUTRAL] OK, ready.
[AGENT][NEUTRAL] It's 214-083-6. That's 214-0836.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Inpatient?
[AGENT][NEUTRAL] This member has inpatient benefits of $7900 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, and do you have an effective date for the plan?
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] OK, thank you [PII] have a nice day.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you. Have a nice day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well.
[CUSTOMER][POSITIVE] Thank you bye bye.