AccountId: 011433970860
ContactId: 99421a8e-1c7d-4814-85af-4a086ad53aed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348440 ms
Total Talk Time (AGENT): 67151 ms
Total Talk Time (CUSTOMER): 75392 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/99421a8e-1c7d-4814-85af-4a086ad53aed_20250429T17:26_UTC.wav
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[CUSTOMER][NEUTRAL] Oh my
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm with Nationwide Children's Hospital. Um, I'm calling for verification of benefits for a patient, if you can help me with that?
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number for kiddo is gonna be 02557107.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you know if this patient has like speech therapy benefits?
[AGENT][NEUTRAL] Speech therapy. Hold on one moment, I can look it up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hold on one moment. Let me pull the policy up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still looking. Hold on one moment.
[CUSTOMER][POSITIVE] Yes, ma'am. That's fine. Take your time.
[AGENT][NEUTRAL] I gave you the effective date, didn't I?
[CUSTOMER][NEUTRAL] Yes, ma'am, [PII].
[AGENT][NEUTRAL] Yes, ma'am, and any benefits given over the phone is not a guarantee of payment, and it says physical, speech, or occupational therapy facility, $30 per day, a maximum of 4 days per calendar year.
[CUSTOMER][NEUTRAL] Well, only 4 days for the year?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK, for calendar year. OK. Is there a deductible or anything that I should put in here in this chart?
[AGENT][NEUTRAL] No, ma'am. There's no deductible.
[CUSTOMER][NEUTRAL] OK. And then, um, [PII], is there, uh, is there, uh, I'm sorry, what is the first initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is there a reference number that I could use for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. I think that's all the information I need from, um, for, from you today. I thank you for your time and you have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye, ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye