AccountId: 011433970860
ContactId: 96b23bf6-5487-4144-b3bf-086ecda605e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 633059 ms
Total Talk Time (AGENT): 158477 ms
Total Talk Time (CUSTOMER): 221281 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/96b23bf6-5487-4144-b3bf-086ecda605e0_20250513T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] OK, uh, yes, I would like to check the patient eligibility and benefits. Could you please help me for that?
[AGENT][POSITIVE] I can help you with patient eligibility.
[AGENT][NEUTRAL] Can I get your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] My last name initial is [PII].
[AGENT][NEUTRAL] OK, and can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] 1 more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 971-116.
[AGENT][NEUTRAL] 97116.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][POSITIVE] Are you having a good day so far?
[CUSTOMER][NEUTRAL] Can you please repeat that?
[AGENT][POSITIVE] Are you having a good day?
[CUSTOMER][NEUTRAL] Are you, you need a date of birth?
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, is the patient's name is uh [PII] and the last name is uh [PII].
[AGENT][NEUTRAL] And the policy number is 97116.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] I'm showing a different person under that policy. Would it be a different policy?
[CUSTOMER][NEUTRAL] What is that policy number?
[AGENT][NEUTRAL] I have 97116.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9711.
[AGENT][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I have a 3 2nd, one. You say, you stated 2 seconds, correct?
[AGENT][NEGATIVE] I'm sorry, I wasn't able to understand you. You were breaking up.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] 97116 is the uh member ID correct?
[AGENT][NEUTRAL] It is 97116 on the ID card.
[CUSTOMER][NEUTRAL] No, I have, uh, on my ID card that is 9711163 sentiments 1.
[AGENT][POSITIVE] OK, one moment. Thank you so much for helping me with that.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] And where are you calling from [PII]?
[CUSTOMER][NEUTRAL] I'm calling from Nicholas Children's Hospital.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] First name is uh [PII], and the last name of the patient is [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] The patient's date of birth is [PII].
[AGENT][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] And I'm showing that this is a med link policy, which is our secondary gap policy.
[CUSTOMER][NEUTRAL] Yes, this is the secondary policy, American Public Life.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And one moment.
[AGENT][NEUTRAL] And is there anything in particular you are?
[CUSTOMER][NEUTRAL] It is active?
[AGENT][NEUTRAL] Benefits for?
[CUSTOMER][NEUTRAL] No, it is, uh, it, this patient is active now?
[AGENT][NEUTRAL] Yes, the patient is active.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] The effective date was the.
[CUSTOMER][NEUTRAL] Uh, because I wanna take notes.
[AGENT][NEUTRAL] Oh, I'm sorry, what?
[CUSTOMER][NEUTRAL] Wait, wait, wait.
[CUSTOMER][NEUTRAL] Uh, I wanna take a note, just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, before that, what's your good name?
[AGENT][NEUTRAL] Um, my name?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah I
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] uh-huh, got it.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. OK. What is the patient's effective date?
[AGENT][NEUTRAL] The effective date was [PII], and the policy is active.
[CUSTOMER][NEUTRAL] OK, it is the medical coverage.
[CUSTOMER][NEUTRAL] This is the medical coverage, correct?
[AGENT][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Yes, this is a secondary gap.
[CUSTOMER][NEUTRAL] The patient have a medical coverage. Uh-huh.
[CUSTOMER][NEUTRAL] OK. Just a moment.
[CUSTOMER][NEUTRAL] OK, what is the specialist office? Is it copay?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] One moment while I look that up for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Give me just a moment, taking a second to pull up.
[CUSTOMER][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In.
[AGENT][NEUTRAL] And you said a specialist office visit, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just want to make sure.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK. I'm still looking. I just wanted to make sure you were wanting a specialist.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello. Still searching? Uh-huh.
[AGENT][NEUTRAL] Yes, I'm still searching. One moment.
[AGENT][NEUTRAL] I'm just double checking and making sure that it's in their policy so I can give you the number.
[CUSTOMER][NEUTRAL] I'm not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I do want to remind you that this is just a verification of benefits and not a guarantee of payment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, it looks like office visits are not covered under this policy.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] It's covered 100% or not?
[AGENT][NEUTRAL] Office visits are not covered under this specific policy. No, ma'am.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Can I give you a call [PII]eference?
[AGENT][NEUTRAL] We don't have a call reference number, but you can use my name and my last initial, which is [PII].
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL and have a great day unless there's anything else I can help you with.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Right. You have a great day and thank you for calling.
[CUSTOMER][NEUTRAL] Mhm, bye.
[AGENT][NEUTRAL] OK.