AccountId: 011433970860
ContactId: d7c99eef-488c-45f8-9ebf-5b3de187cca2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124500 ms
Total Talk Time (AGENT): 57339 ms
Total Talk Time (CUSTOMER): 57092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/d7c99eef-488c-45f8-9ebf-5b3de187cca2_20250219T13:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Nicholas Children's Hospital, just trying to get some benefits and eligibility for a patient, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And the tele and the policy number is 019.
[CUSTOMER][NEUTRAL] 12268, the letter M as in [PII] as in [PII], and the number 8.
[AGENT][POSITIVE] Thank you, [PII]. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII] and that's a direct number.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII] date of birth uh [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of the claim.
[CUSTOMER][NEUTRAL] Sure
[AGENT][POSITIVE] This plan is effective. I'm sorry, this plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] For urgent care services.
[AGENT][NEUTRAL] Outpatient calendar year allows 6500.
[CUSTOMER][NEUTRAL] 6500 OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And um do you know how much has been used so far?
[AGENT][NEUTRAL] Let me get that pulled up.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] Oh OK, sorry, what was your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Oh, OK, when is there a call reference number for today?
[AGENT][NEUTRAL] It will be my name along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. I appreciate your help today.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day bye bye.