AccountId: 011433970860
ContactId: bbc334ee-63bd-4fee-8ae7-c529e2f46efd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124470 ms
Total Talk Time (AGENT): 76730 ms
Total Talk Time (CUSTOMER): 40720 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/bbc334ee-63bd-4fee-8ae7-c529e2f46efd_20250217T21:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi there, I'm calling from Nicholas Children's Hospital. My name is [PII], and I'm just calling to get a member benefits.
[AGENT][POSITIVE] Alright, would be my pleasure to assist you with benefits [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] That is 01647476 M like Mary L like Lima 8 the number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you. My pleasure to help you with eligibility and benefits for [PII]. I'm showing that his policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is a secondary policy to the policyholder's major medical coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] It this is an outpatient hospital and it's for an X-ray.
[AGENT][NEUTRAL] OK, if it is billed as an outpatient hospital, that would be under his outpatient benefit. That maximum benefit of $500 per calendar day is what we can pay toward his deductible co-pay or co-insurance of his major medical.
[AGENT][NEUTRAL] That is a verification of coverage and not a guarantee of payment.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Right, if I can just have a reference number for the call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII]. Anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No that was it thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] OK