AccountId: 011433970860
ContactId: 903ea021-433f-4704-8087-d2acedfa3de6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157899 ms
Total Talk Time (AGENT): 52329 ms
Total Talk Time (CUSTOMER): 53943 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/903ea021-433f-4704-8087-d2acedfa3de6_20250428T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from [PII] from Nicholas Children's Hospital in [PII] for benefits and eligibility.
[AGENT][NEUTRAL] Hey, [PII], I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's 02611373.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, it looks like this policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold up, one moment.
[AGENT][NEUTRAL] It looks like for their outpatient benefits, they have a coverage of 6500 per calendar year.
[CUSTOMER][NEUTRAL] For, for family?
[AGENT][NEUTRAL] Uh, per person, and that's not a guarantee of payment basic outline of the plan.
[CUSTOMER][NEUTRAL] Uh, nothing's been used.
[AGENT][NEUTRAL] Uh, let me check.
[AGENT][NEUTRAL] Uh I don't show anything's been used.
[CUSTOMER][NEUTRAL] OK. And uh how do you call the policy? uh um what's the name of the policy? American Public Life?
[AGENT][NEUTRAL] Um, we're the insurance carrier. Uh, the policy name is Medlik 9SL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I think I got it. Oh, call reference.
[AGENT][NEUTRAL] Call reference is my name and today's date. So [PII], first initial to last name is [PII], and today's date.
[CUSTOMER][NEUTRAL] OK. And [PII] with a [PII] at the end, not I [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a beautiful day. Have a good week.
[AGENT][POSITIVE] You too, thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome. Bye.