AccountId: 011433970860
ContactId: 9ac080fd-9a66-45b3-b951-bb16648176cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155389 ms
Total Talk Time (AGENT): 77573 ms
Total Talk Time (CUSTOMER): 54481 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/9ac080fd-9a66-45b3-b951-bb16648176cc_20250128T16:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Nicholas Children's Hospital. Um, I was calling to verify benefits for a patient, please.
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] Yeah, I'd love to help you verify benefits today and do you mind if I have your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, thank you. And what is, and I'm sorry, sorry, what was your name?
[CUSTOMER][NEUTRAL] Oh [PII]
[AGENT][NEUTRAL] Thank you. And what is the member's ID number today, Miss [PII]?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 564.
[CUSTOMER][NEUTRAL] 90.
[AGENT][POSITIVE] Wonderful, thank you.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Give me just a moment to get that pulled up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Wonderful, I appreciate your patience and how can I help you today with, or I'm so sorry, can you verify your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. I do see [PII]'s here. Um, they're current and active with an effective date of [PII] and for benefits are you looking for inpatient or outpatient benefits today?
[CUSTOMER][NEUTRAL] Um, both if you don't mind.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] He's currently in observation stage just in case he rolls to invasion.
[AGENT][NEUTRAL] Absolutely I do wanna let you know any benefit information I give over the phone today will just be a verification of coverage and not a guarantee of payment um I do have his impatient.
[AGENT][NEUTRAL] Calendar year maximum listed as
[AGENT][NEUTRAL] $8700.
[AGENT][NEUTRAL] And I do show that his actual outpatient benefit maximum is the same $8700.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And um on the insurance card I have a PO box of 248,950.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Oklahoma City, Oklahoma. OK, perfect, um, and [PII], may I have the initial of your last name if you don't mind?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, it's [PII].
[CUSTOMER][POSITIVE] Thank you have a nice day.
[AGENT][POSITIVE] Oh my pleasure thank you for calling APL and you take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] My pleasure bye bye.