AccountId: 011433970860
ContactId: b6bc6c5f-1d3f-4be7-be0d-42d66bc00bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215679 ms
Total Talk Time (AGENT): 82416 ms
Total Talk Time (CUSTOMER): 69433 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b6bc6c5f-1d3f-4be7-be0d-42d66bc00bfe_20250130T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm trying to find out um benefits or eligibility for a member.
[AGENT][POSITIVE] OK, I can help you with both benefits and eligibility. Can you please give me your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], what is your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] On site neonatal.
[AGENT][NEUTRAL] OK, and then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient that I'm looking for is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And policy number please?
[CUSTOMER][NEUTRAL] It is one second. I got that back up.
[CUSTOMER][NEUTRAL] 01661549.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I do show that Cayden does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. This is a supplemental insurance policy. It is billed secondary to the primary. It helps with the deductible, co-pay and co-insurance. [PII] has.
[AGENT][NEUTRAL] As an inpatient benefit amount of $4500 per calendar year.
[AGENT][NEUTRAL] And also had an outpatient calendar year.
[AGENT][NEUTRAL] Benefit amount of $4500.
[CUSTOMER][NEUTRAL] OK, so he's not eligible until [PII] you said?
[AGENT][NEUTRAL] No, that's the effective date.
[CUSTOMER][NEUTRAL] That's the effective date, correct?
[AGENT][NEUTRAL] That's the date,
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I just wanted to verify to see if he was effective from his date of birth, which was [PII].
[AGENT][NEUTRAL] Yeah, I'm showing effective date is [PII].
[CUSTOMER][NEUTRAL] OK, so I have to, they'll have to call in and get that changed if they want all of those to go.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and you said your name was?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And do you have a reference number for this call?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] My name is. OK, perfect. Thank you very much.
[AGENT][POSITIVE] You're very welcome you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] You're very welcome. You have a great day and thanks for calling. Thank you. You too. Thank you very much.