AccountId: 011433970860
ContactId: e2573ad5-69e2-40ee-9dd2-fa950cb918f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185309 ms
Total Talk Time (AGENT): 77896 ms
Total Talk Time (CUSTOMER): 70142 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/e2573ad5-69e2-40ee-9dd2-fa950cb918f0_20250214T20:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm [PII] calling from Nicola Children's Hospital. I'm looking for eligibility and benefits. Could you just spell your name for me?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] Yeah, got it. So how are you doing today? So how's your day going on?
[AGENT][POSITIVE] I'm good thank you. How about yours?
[CUSTOMER][POSITIVE] Yes, it's Friday. I'm doing great and thanks for asking.
[AGENT][NEUTRAL] Good. And may I have a callback number just in case we get disconnected and can you repeat your name?
[CUSTOMER][NEUTRAL] Yeah, sure. My name is [PII], and the last name [PII] in, it's gonna be [PII], [PII], and the callback number is gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And may I have the name of the facility or the provider that you're calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's gonna be Nicholas Children's Hospital.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. So the member ID, the patient ID is gonna be 01982194 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the member's name is gonna be, it is [PII], and the date of it is gonna be, it is uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And you say you need eligibility and benefits?
[CUSTOMER][NEUTRAL] Yeah, but I just want the outpatient benefits, that's it.
[AGENT][NEUTRAL] That's all. OK, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer, and we have an outpatient maximum of 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Yeah, got it. I, uh, I just wanna know whether members active and the effective date please.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, go back to that.
[AGENT][NEUTRAL] Effective date on this policy for this member is [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Yeah, sure, just you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. Got it. Can I have the call the reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Yeah, thank you. So have a great day. Take care. Bye for now. Happy weekend bye bye.
[AGENT][POSITIVE] Yeah. Thank you. You as well. Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah bye bye.
[AGENT][NEUTRAL] Mm