AccountId: 011433970860
ContactId: 9f72dff3-9099-40dc-8440-f5f97eb50d90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169949 ms
Total Talk Time (AGENT): 77582 ms
Total Talk Time (CUSTOMER): 65413 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/9f72dff3-9099-40dc-8440-f5f97eb50d90_20250226T21:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], I'm [PII] calling from Nicola Children's Hospital. I'm looking for eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, sure, [PII] and the last name first, it's gonna be [PII] and the callback number is gonna be, it is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is gonna be [PII] and the date of birth is gonna be [PII]. And the policy ID is gonna be 01826184 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] OK, thank you. Let me go ahead and pull that policy up for us.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and the effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy that is billed secondary to the primary. The gap insurance that helps with deductible, co-pay, and co-insurance, and the and the patient has an inpatient calendar year business an amount of $4000.
[CUSTOMER][NEUTRAL] And the outpatient benefits is gonna be the same 1 $4000 even.
[AGENT][NEUTRAL] No, the outpatient benefit is $1500.
[CUSTOMER][NEUTRAL] It's $1500 even, yeah, got it. Uh, can I have a call reference? Yeah, go on.
[AGENT][NEUTRAL] 1, 15.
[AGENT][NEUTRAL] 11,500.
[CUSTOMER][NEUTRAL] It's 1500.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, got you. Can I have a call reference number, [PII]?
[AGENT][NEUTRAL] Yes, it call reference.
[AGENT][NEUTRAL] Yes, that would be my name and today's date.
[CUSTOMER][NEUTRAL] Could you spell your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], and the last name first?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Yeah, got it. Thank you, [PII]. Have a great day. Take care. Bye for now. Hope you have a great week ahead.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, [PII]. You also, thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.