AccountId: 011433970860
ContactId: b007df14-1d46-46c1-a244-0ea553360914
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268899 ms
Total Talk Time (AGENT): 74110 ms
Total Talk Time (CUSTOMER): 58609 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b007df14-1d46-46c1-a244-0ea553360914_20250507T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My first name is [PII] and my last name is [PII] calling from Nicholas Children's Hospital to checking for patient eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits, sir. Um, can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 04 sorry it's 0148.
[CUSTOMER][NEUTRAL] 96, M as in Mike, L as in Lima, number 7.
[CUSTOMER][NEUTRAL] And the patient first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] And what is the date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] OK, and can you repeat that policy number one more time? Our phone glitched a little bit.
[CUSTOMER][NEUTRAL] Yeah, 01.
[CUSTOMER][NEUTRAL] 482-796 M as in Mike Lima number 7.
[AGENT][POSITIVE] Thank you very much. Let me look that policy up.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date of Ms. [PII]'s policy is [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And the policy is current and active.
[CUSTOMER][NEUTRAL] Yeah, that started in [PII] and the policy is currently active, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy is covered for specialist office, is it for primary insurance, right?
[AGENT][NEUTRAL] Uh, let me look and see if office visits are covered under this policy.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It's gonna be just a moment while I pull it in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, this policy does not cover office visits.
[CUSTOMER][NEUTRAL] Yeah, it's not covered, right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, and may I know the group number and, yeah, may I know the group number and group name?
[AGENT][NEUTRAL] Yes sir, the group number is 23835.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the group name is Bowman Homestead.
[CUSTOMER][NEUTRAL] OK, and may I know your call reference number today?
[AGENT][NEUTRAL] Yes sir, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you. Thank you for the information. Have a great day.
[AGENT][POSITIVE] You're very welcome. You have a wonderful day too, and thank you for calling APL [PII]. You take care.