AccountId: 011433970860
ContactId: a95f2aef-52d5-408f-8b1c-dbe91b6e677d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131029 ms
Total Talk Time (AGENT): 64368 ms
Total Talk Time (CUSTOMER): 59572 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a95f2aef-52d5-408f-8b1c-dbe91b6e677d_20250203T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Good morning. So, my name's [PII]. I'm calling you from pediatric plastic surgery at Nicholas Children's Hospital, and I was calling uh for benefits on a patient's policy, please.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Certainly it's [PII].
[AGENT][NEUTRAL] Thank you, Missy, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy is 01982194 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] All right. Yeah.
[AGENT][NEUTRAL] Thank you. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, OK, so with this policy, we have an outpatient maximum of 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, um, I was informed by mom that this would cover her secondary, um, her co-pay for her from her primary insurance.
[AGENT][NEUTRAL] Is this um outpatient facility, not office?
[CUSTOMER][NEUTRAL] This is an office mhm.
[AGENT][NEUTRAL] Yeah, if it's an office, we do not cover the copayment for the office, we only cover any procedures done in the office.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Procedures perfect OK alright OK so do you provide reference numbers for these calls?
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, no, thank you so much enjoy the rest of your day.
[AGENT][POSITIVE] US um thank you for calling ATO. Have a good week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.