AccountId: 011433970860
ContactId: cf34e86d-123a-4f17-9bc4-2bf833d67424
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166660 ms
Total Talk Time (AGENT): 65005 ms
Total Talk Time (CUSTOMER): 70108 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/cf34e86d-123a-4f17-9bc4-2bf833d67424_20250121T15:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for Nicholas Children's Hospital to verify benefits and eligibility.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you or policy num and the policy number?
[CUSTOMER][NEUTRAL] Uh, the number is [PII] M as in Mike, L as in Lima.
[AGENT][NEUTRAL] That is the callback number?
[CUSTOMER][NEUTRAL] Uh, can you please repeat that?
[AGENT][NEUTRAL] Uh, requested the callback number and the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, this is the policy number.
[AGENT][NEUTRAL] What was the call so I need you to repeat that. however, could you give me the callback number before the policy number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 02443497
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima.
[AGENT][NEUTRAL] You verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Uh name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] It's for uh hospital outpatient and for the facility Nicholas Children's Hospital.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. [PII] has outpatient benefits of $6000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. Is there anything else that I could assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, can you please repeat that, uh, effective date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, give me one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much. And may I know your name with the initial?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], and today's date as a reference. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, have a great day.