AccountId: 011433970860
ContactId: c9b775c8-472c-41e7-9465-d377e6c9374c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187850 ms
Total Talk Time (AGENT): 58990 ms
Total Talk Time (CUSTOMER): 83239 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c9b775c8-472c-41e7-9465-d377e6c9374c_20250619T21:22_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] Mhm.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is uh [PII] and I'm calling for Nicholas Children's Hospital.
[CUSTOMER][NEUTRAL] And I want to check the patient eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Sure. The contact number it is.
[CUSTOMER][NEUTRAL] [PII]. And the extension it is [PII]. And the policy number, the policy number it is for 017193.
[CUSTOMER][NEUTRAL] 41 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And that was 271-9341?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I repeat. It is 01719341 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Patient first name it is [PII] and the last name it is [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is for a specialist office visit.
[AGENT][NEGATIVE] So for outpatient, the policy will pay up to $6600 per calendar year, but this policy does not have any coverage for the office setting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] OK, and there is no coverage setting for office facility, OK.
[CUSTOMER][NEUTRAL] And said, and you said your name is [PII], right?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh seating for the office. OK, thank you so much [PII] and can I get the reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] Uh, now thank you so much [PII]. You have been extremely helpful and have a wonderful day.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.