AccountId: 011433970860
ContactId: afd369c4-9571-459e-914e-a3890849e8a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272279 ms
Total Talk Time (AGENT): 74366 ms
Total Talk Time (CUSTOMER): 101132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/afd369c4-9571-459e-914e-a3890849e8a1_20250516T14:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling for Nicholas Children's Hospital. I want to check the patient eligibility and benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And I'm sorry, what's your first name?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My first name, it is [PII]. It is [PII], no, it is [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Alright, and we're checking claim status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know checking for the patient eligibility and benefits.
[AGENT][NEUTRAL] OK, is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Mhm. The policy number it is 1146049 M as in Mike L as in Lima and the number 5.
[AGENT][POSITIVE] And a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm sure I call back it is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sorry about that, [PII]. I have the cough, so bear with me. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm, sure.
[CUSTOMER][NEUTRAL] And the patient name is?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And the last team with is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] And the Lope is CAO mhm and the date of birth it is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me give you the current policy number, let me know when you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] That number is 2502.
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] 663.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy effective date?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] This policy is active.
[AGENT][NEUTRAL] And I'll check the benefit for service, the doctor's office fee. OK, so the copay is not covered, um, there is an office treatment writer that means that covered treatment performed in the office can be considered, but not the co-pay, it's not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there is no co-insurance and no deductible and out of pocket, right?
[AGENT][NEUTRAL] Well, there's no deductible or co-insurance.
[CUSTOMER][NEUTRAL] Mhm. OK. Thank you so much. And you said that the new policy number is 2502663. Am I right?
[AGENT][POSITIVE] That is correct. Anything else?
[CUSTOMER][NEUTRAL] And no thank you so much and your name please.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][POSITIVE] [PII] and thank you so much.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much, [PII], and can I get the reference number for this call?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Mhm. Alright, thank you so much, [PII]. Take care bye bye and have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm bye bye.