AccountId: 011433970860
ContactId: 98921681-f210-4d60-b1f0-cb34f903470d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385459 ms
Total Talk Time (AGENT): 195243 ms
Total Talk Time (CUSTOMER): 123269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/98921681-f210-4d60-b1f0-cb34f903470d_20250317T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Nationwide Children's Hospital, and I'm calling to get benefits, um, for a patient if you can help me with that.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with benefits. Um, can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is, I'm sorry, his name is [PII]. I'm sorry, I got a code. Hold on just a second.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Oh bless your heart.
[CUSTOMER][NEUTRAL] Thank you. Um, it's [PII], and his date of birth is [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Policy number is 02557107.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me repeat that 02557107?
[CUSTOMER][NEUTRAL] Yes, ma'am. 02557107.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, let me pull it. I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just real quick before can I get your call back number to call disconnects.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] Thank you I appreciate that. OK, [PII] does have an active policy uh effective date of his policy is.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Pulling
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify his benefits it's not a guarantee of payment. This is a hospital indemnity plan.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Benefits and it helps with um hospital stays um let me give you the amount that it helps with.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] My computer's decided just to be super slow all of a sudden.
[AGENT][NEUTRAL] OK, so if he goes into the hospital for 18 hours or more, he has one day per hour a year of $500 and the hospital confinement benefit up to 30 days is $50 and again this is just a verified benefits. It's not a guarantee of payment also has um an outpatient accident and sickness treatment benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you can use in an ER urgent care or a physician's office that pays $50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So he doesn't have like benefits for physical therapy or occupational therapy. This is an indemnity plan.
[AGENT][NEUTRAL] Yes, it's an indemnity plan. Uh, let me look and see.
[AGENT][NEUTRAL] his policy to see if he has any kind of physical therapy on this.
[AGENT][NEUTRAL] Plan
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's gonna be just a second the computer loads up the policy certificate so I can read it.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And of course it's being slow today.
[CUSTOMER][NEUTRAL] So is my computer. It must be something in the air.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think it's because.
[AGENT][NEUTRAL] Honestly, we had some very, very bad weather over the weekend and I think we've got a lot of towers and stuff knocked down from the tornadoes and
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEGATIVE] I think it's affecting, it's affecting my phone today.
[CUSTOMER][POSITIVE] Oh, I'm sorry to hear that. I'm sorry to hear that. Where are you located?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK. All right, I'm in [PII], and we just got the wind. We had, you know, 50 mile per hour winds, but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It wasn't too bad. Sorry to hear that. It wasn't bad for you guys in [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And it didn't hit my area, thank God, but around us, it did, so it's like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm, I'm thankful that we weren't directly affected by it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes, I'm thankful too. That's.
[AGENT][NEUTRAL] I am not seeing um.
[AGENT][POSITIVE] I do see that he has physical therapy benefit. He gets 4 days per calendar year.
[CUSTOMER][NEUTRAL] Like there
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That pays
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure I've got this correct. Pays $30.04 days per calendar year.
[CUSTOMER][NEUTRAL] $30. OK. Can I ask you, is that just for physical therapy or could it be used for occupational therapy as well?
[AGENT][NEUTRAL] It just says physical therapy.
[CUSTOMER][NEUTRAL] OK. I will put this in his chart and uh thank you for your time. And what was your name again? And then can I get a reference number?
[AGENT][NEUTRAL] Yes, my name is [PII], it's [PII] and you can use my name in today's date.
[CUSTOMER][POSITIVE] All right, thank you, Ms. [PII]. You have a wonderful rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII] you have a blessed one and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.