AccountId: 011433970860
ContactId: dc73b64d-d104-40ef-b944-93eaa9348004
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110629 ms
Total Talk Time (AGENT): 59449 ms
Total Talk Time (CUSTOMER): 32133 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/dc73b64d-d104-40ef-b944-93eaa9348004_20250304T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name's [PII]. I'm calling here from Nicholas Children's Hospital to receive eligibility and benefits regarding a patient that's with us right now.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and I apologize your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um 01.
[CUSTOMER][NEUTRAL] 935547.
[CUSTOMER][NEUTRAL] ML7.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. Last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, I've shown her effective date is [PII]. She is active on the policy and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Emergency services.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and they have an outpatient benefit that pays up to $7350 per calendar year.
[CUSTOMER][NEUTRAL] OK, can I get a reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] Uh it's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK alright that's gonna be all then thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.