AccountId: 011433970860
ContactId: ddbb49ff-410c-495e-84ce-44345ab7835e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131830 ms
Total Talk Time (AGENT): 67833 ms
Total Talk Time (CUSTOMER): 54565 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ddbb49ff-410c-495e-84ce-44345ab7835e_20250304T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, I'm calling from Nichola's Children's Hospital. My name is [PII]. I'm trying to get some benefits and eligibility for a patient, please.
[AGENT][POSITIVE] Sure, I can take the eligibility and benefits for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII] and that's a direct number.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Sure, 02580009.
[AGENT][NEUTRAL] OK. And then uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] Give me just one second, thanks.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is um [PII].
[AGENT][NEUTRAL] OK, perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we would need to look at, uh, outpatient benefits or inpatient.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So it would be urgent care, so I get outpatient.
[AGENT][NEUTRAL] Sure, OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is on a per calendar day basis, so it pays up to $500 max per calendar day.
[CUSTOMER][POSITIVE] OK, alrighty.
[CUSTOMER][POSITIVE] Perfect um.
[CUSTOMER][NEUTRAL] OK, I'm sorry you said your name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK. [PII], is there a call reference number for today?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date, uh sorry last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it thanks so much for your time I appreciate it.
[AGENT][POSITIVE] Alright, yeah, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.