AccountId: 011433970860
ContactId: e039e7df-4724-4fb1-99d0-9485ce529833
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225330 ms
Total Talk Time (AGENT): 84265 ms
Total Talk Time (CUSTOMER): 69860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e039e7df-4724-4fb1-99d0-9485ce529833_20250513T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get outpatient benefits for patients.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, may I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] it's [PII] uh Nicholas Children's Hospital, and a good callback number is [PII].
[AGENT][NEUTRAL] OK, [PII], what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, policy number is 02141773ML8.
[CUSTOMER][NEUTRAL] So as photos, OK.
[AGENT][NEUTRAL] Uh, and the mem
[AGENT][NEUTRAL] And the member's name?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] The members, the the member's name is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] And the effective date is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] OK. Um, do they have a Mac?
[AGENT][NEUTRAL] Have they maxed out their benefits for the year? Is that what you're asking?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] And you want inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And you said your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] How much uh can you they use for the year?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Oh, you like the benefit information and this is just to verify their benefits. It's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They have an outpatient per calendar day benefit amount of $500.
[CUSTOMER][NEUTRAL] OK. Do you have a reference number for the call?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that would be all. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye bye, ma'am.