AccountId: 011433970860
ContactId: d66f5f4e-9e1e-4fd5-8754-cbe1da21a0e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203880 ms
Total Talk Time (AGENT): 88270 ms
Total Talk Time (CUSTOMER): 67117 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d66f5f4e-9e1e-4fd5-8754-cbe1da21a0e2_20250212T13:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling because I'm calling from Nicholas's Ambulatory Surgery Center. I'm calling because, um, a person here has a gap insurance, but we were just calling to see if, um, to see how much they have available on the, on the account.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII] from Nicholas Children's Ambulatory Surgery Center.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Of course it's going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number is going to be 01659470ML7.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yes, and see how much they have available on the on their account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can help you with that. Hold on one moment.
[AGENT][NEUTRAL] OK. Actually, that policy canceled [PII]. They do have another policy. Let me give you that policy number.
[AGENT][NEUTRAL] It is 02502535.
[AGENT][NEUTRAL] The effective date was [PII]. It is active and let me check that amount. Is it for outpatient inpatient, outpatient?
[CUSTOMER][NEUTRAL] Outpatient, yes, outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And any benefits given over the phone is not a guarantee of payment and they have for outpatient up to 2500 per calendar year and let me see what they have left.
[AGENT][NEUTRAL] He has not used anything for this year.
[CUSTOMER][POSITIVE] OK, perfect, and there's no copay or anything, correct?
[AGENT][NEUTRAL] No, ma'am. It coordinates with their primary insurance, whatever their primary applies to their deductible, co-pay or co-insurance will pick up up to that $2500.
[CUSTOMER][POSITIVE] OK, Pam, OK, thank you so much. Perfect. If I can get a reference number for the call.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, what's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, perfect, [PII], you've been very helpful. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.