AccountId: 011433970860
ContactId: b48753ae-2edd-4beb-9fec-2db68aff61d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205309 ms
Total Talk Time (AGENT): 102951 ms
Total Talk Time (CUSTOMER): 53346 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/b48753ae-2edd-4beb-9fec-2db68aff61d5_20250516T17:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII].
[CUSTOMER][NEUTRAL] I'm calling from Children's Hospital, Colorado and I am just calling to get eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you just need eligibility, is that correct, [PII]?
[CUSTOMER][POSITIVE] Yep, correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 024581460.
[AGENT][NEUTRAL] OK, so there's one too many numbers in there somewhere, so let's see. Well, no, there's not. I'm so sorry you said 0 was the last number, correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK [PII], any information that is provided for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, so first off, um, this policy number that you gave me is no longer active. This is an old policy in which it was just for the insured only and it turned [PII]. There is another policy.
[AGENT][NEUTRAL] That is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's an effective date.
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] And give me, like, give me just one second, [PII], let me do one thing here.
[CUSTOMER][NEUTRAL] Sure. OK.
[AGENT][NEUTRAL] What's the child's name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] or does it have an [PII] on it?
[CUSTOMER][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so, uh, on this policy number that I just gave you that is active, he is not covered under this policy. This is for the subscriber only on the supplemental coverage.
[AGENT][NEUTRAL] At this time he's not on the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. What was the uh.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, do you see the call reference? Yeah, just a call reference.
[AGENT][NEUTRAL] You would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you're very welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then thank you very much for calling APL and I hope you have a nice weekend.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you too.
[CUSTOMER][NEUTRAL] Mm. Bye-bye.
[AGENT][NEUTRAL] Bye bye.