AccountId: 011433970860
ContactId: ab3f2436-fe32-4dc8-b800-c01e8b1d770e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197100 ms
Total Talk Time (AGENT): 108579 ms
Total Talk Time (CUSTOMER): 67998 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/ab3f2436-fe32-4dc8-b800-c01e8b1d770e_20250508T19:24_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] calling with Cook Children's Swallow Park. I don't know if you can help me, but I just need to verify eligibility and benefits for a patient, or you can transfer me to whoever who can help me.
[AGENT][POSITIVE] Hm, I'll be glad to help you, [PII], go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] OK, the one we have here is 02592877.
[AGENT][POSITIVE] Alrighty, [PII], thank you for that. And while I'm pulling this up, go ahead and give me a good return telephone.
[AGENT][NEUTRAL] account number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Well, looks like [PII] is a dependent on this hospital indemnity plan. They show the original effective date is [PII]. It is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, see if it covers like primitive care, well visits and vaccines.
[AGENT][NEUTRAL] Alrighty, let me go pull that page up. So hold on just a moment for me. Let's see, yes ma'am.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, no problem, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] make sure.
[AGENT][NEUTRAL] All right, let's see, it's slowly but surely coming up, so bear with me, [PII].
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEGATIVE] It decided to be slow on a busy phone day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All right, I know that feeling.
[AGENT][NEUTRAL] And the computer has a mind of its own.
[CUSTOMER][POSITIVE] I agree.
[CUSTOMER][POSITIVE] For sure.
[AGENT][NEUTRAL] All right, let's see. I see that it's pulling up. OK, let's see. So you'd want benefits to see if preventative was covered under, um, for this child, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am, uh mhm.
[AGENT][NEUTRAL] Alright, let's see if I have anything.
[AGENT][NEGATIVE] I'm seeing a bunch of benefits, but I'm not seeing anything for routine coverage. So, no, ma'am. They're not gonna have anything routine cover.
[CUSTOMER][NEUTRAL] For routine, OK, so no, OK.
[AGENT][NEUTRAL] No, ma'am, I'm sorry, [PII]. Is that all that I can help answer for you?
[CUSTOMER][POSITIVE] No worries. And then no worries, that is it. That is it. And can I just get a reference number for this call?
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] Well, we don't give birth for summer, [PII], but you can use my name to that date if you need to do so, and my name is [PII] spelled [PII]
[AGENT][NEUTRAL] Aw.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your time have a good day.
[AGENT][POSITIVE] Alrighty, [PII]. You as well, [PII], and thanks for calling APU. Bye-bye.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] Yes bye bye.