AccountId: 011433970860
ContactId: ad96ef00-489e-4cb9-8078-adb3ad59ae2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222100 ms
Total Talk Time (AGENT): 103333 ms
Total Talk Time (CUSTOMER): 85463 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ad96ef00-489e-4cb9-8078-adb3ad59ae2c_20250415T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from. I'd like to check on the patient eligibility and benefits. Could you please assist me on that?
[AGENT][NEUTRAL] Uh, yes, I can help you with eligibility and benefits, [PII]. Can you please give me your callback number, sir, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Sure, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Nicholas Children's Hospital, N I C K L A U S, Nicholas Children's Hospital.
[AGENT][NEUTRAL] Thank you very much. And then can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. The patient's first name is [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number is 02579505. And the date of birth is [PII].
[AGENT][NEUTRAL] OK. All right. Let me look up that policy real quick for us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has a supplemental policy. Thank you. She has a supplemental policy that's billed secondary to the primary.
[CUSTOMER][NEUTRAL] I know she's
[AGENT][NEUTRAL] The policy helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] She has an inpatient amount per calendar year of $3150 and then she also has an out.
[CUSTOMER][NEUTRAL] No, could you please
[AGENT][POSITIVE] And she also has an outpatient benefit of.
[CUSTOMER][NEUTRAL] So, sorry I didn't that, yeah, can I get out, yeah, can I get uh the outpatient benefits, please?
[AGENT][NEUTRAL] Ma, sir?
[AGENT][NEUTRAL] Yes, she also has an outpatient benefit amount also of $3150 to help towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, it's a supplement policy, right? Am I right?
[AGENT][NEUTRAL] It's a what kind of policy, can you repeat that question?
[CUSTOMER][NEUTRAL] It's a supplement policy, am I right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah, oh, OK, thanks for the confirmation and the primary signa. Am I right? Could you please confirm that?
[AGENT][NEUTRAL] I do not have the primary information.
[CUSTOMER][NEUTRAL] OK, thanks for the information. Do you have any call reference number for this call?
[AGENT][NEUTRAL] Yes, sir. You can use my name, [PII], in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII], OK. Thank you, [PII]. Thanks for assisting. Nice to talk with you. Have a great day, [PII].
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Yes, you too, [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Oh, this is enough for me. Thanks for assisting [PII]. Have a great day and take care of her.
[AGENT][POSITIVE] You too. Have a wonderful week, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] OK. Thank, thank you. Thank you. Bye-bye.