AccountId: 011433970860
ContactId: a05f8b0d-b8b9-4b27-9aaa-f384659fbda2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254509 ms
Total Talk Time (AGENT): 90508 ms
Total Talk Time (CUSTOMER): 47375 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a05f8b0d-b8b9-4b27-9aaa-f384659fbda2_20250605T14:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get eligibility and benefits for a patient or just to see if she's active with the plan.
[AGENT][NEUTRAL] OK, I can um give you eligibility and benefits. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] My callback number is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Driscoll Children's Hospital.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] and the policy number is 01868865.
[AGENT][NEUTRAL] OK, and Miss [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] Give me just a moment while the computer pulls it in.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] OK, I've got it pulled up now. I do show that Ms. [PII] does have an active policy. The effective date of her policy is [PII].
[AGENT][NEUTRAL] And the policy is current.
[AGENT][NEUTRAL] And this is just to verify her benefits it's.
[CUSTOMER][NEUTRAL] OK, and she's the subscriber?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this, this is to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance. She has an inpatient and an outpatient calendar year benefit amount of $2550.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is authorization required?
[AGENT][NEUTRAL] No, ma'am, because it's not the major medical insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I have a reference number please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] You said [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright well you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.