AccountId: 011433970860
ContactId: c69e455e-5b37-4e80-a9d7-7d14eb9a8bf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137699 ms
Total Talk Time (AGENT): 46292 ms
Total Talk Time (CUSTOMER): 49879 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/c69e455e-5b37-4e80-a9d7-7d14eb9a8bf7_20250520T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling from Nicholas Children's Hospital. I just need to verify, um.
[CUSTOMER][NEUTRAL] I need to verify um like eligibility on the patient basically.
[AGENT][POSITIVE] All right. Happy to check eligibility. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, but I really wanna know like how much they have available for outpatient services.
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] So the patient is here to have X-rays done. OK, yeah, the policy number is 014.
[CUSTOMER][NEUTRAL] 842.
[CUSTOMER][NEUTRAL] 56
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and then the number 8.
[AGENT][NEUTRAL] For documentation, can I get your first name, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thanks [PII]. Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so their outpatient benefit max on this plan, it looks like it's 2500 for the calendar year.
[CUSTOMER][NEUTRAL] It's waiting.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see what they've used one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, doesn't look like they've used anything for the year, so they have the full amount remaining.
[CUSTOMER][NEUTRAL] OK, 2500 available. OK, may I have a reference number for this call, please?
[AGENT][NEUTRAL] Absolutely, [PII]. Call references my name with my last initial, then today's date. My name is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you you have a great evening bye bye.