AccountId: 011433970860
ContactId: 9bd48f71-8442-444b-bd64-b62b734dec70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166000 ms
Total Talk Time (AGENT): 75961 ms
Total Talk Time (CUSTOMER): 78723 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/9bd48f71-8442-444b-bd64-b62b734dec70_20250226T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. I'm [PII] calling from Nicholas Children's Hospital. I'm looking for eligibility and benefits.
[AGENT][NEUTRAL] Sure, I could take eligibility and benefits for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][POSITIVE] Yeah, you're right, [PII]. How's the day going on [PII]? How are you doing today?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Doing pretty well so far. How about you?
[CUSTOMER][POSITIVE] Yeah, as soon as like we are in the middle of the week. I'm so happy to be to be in Friday and thanks.
[AGENT][POSITIVE] You are right, you are right, yes, we're almost there. uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] Yeah, I just want a weekend again.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, sure. It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have the policy number it's gonna be 01746207 M as in Mary, L as in L as in Lima 8. It's 0174620.
[CUSTOMER][NEUTRAL] It's uh let me just start from the first. It's [PII] [PII] [PII].
[AGENT][NEUTRAL] Got it thank you and then uh what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] Yeah, the member's name is gonna be, uh, it is [PII] and the date of is gonna be [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, Cody. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we were needing to check that outpatient benefit.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantees payment for claims. The outpatient benefit is $1500 per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] Yeah, got it. Uh, sure, thank you, [PII]. Uh, uh, I could you just spell your name for me, it's [PII] or [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] It's [PII], it's [PII]. Yeah, got [PII]. Uh, can I have a call reference number, [PII]?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date, and so my last initial is [PII]
[CUSTOMER][POSITIVE] Can I have your last name, sir? Yeah, thank you, [PII]. You great day. Yeah, that's it for the day, [PII]. Have a great day. Take care. Bye for now and all.
[AGENT][NEUTRAL] Yeah, it's a. Was there anything else I can help you with?
[AGENT][POSITIVE] All right. Thanks for calling, Cody. Have a great rest of your day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye bye.