AccountId: 011433970860
ContactId: e311a223-7e60-41cf-abb6-473dd391ad4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141080 ms
Total Talk Time (AGENT): 70972 ms
Total Talk Time (CUSTOMER): 45881 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e311a223-7e60-41cf-abb6-473dd391ad4b_20250416T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nicholas Children's Hospital. I have a patient, um, here for the urgent care. I wanted to verify the benefits.
[AGENT][NEUTRAL] OK, yeah, I can check on if it's for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, have, uh, is it the benefit certain number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 0255.
[CUSTOMER][NEUTRAL] 909
[CUSTOMER][NEUTRAL] 9 ML 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] The patient's name is [PII], and the birthday is [PII].
[AGENT][NEUTRAL] 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 really need to look at outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is on a per calendar day basis, it pays up to $3000 max per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Have they used any of that amount or no, no, not today, but like in general.
[AGENT][NEUTRAL] Uh, it's as it's on a per calendar day, um, there's not a yearly maximum, it's just a daily max.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] You said your name was [PII]?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Perfect. Alright, um, so is the reference number, um, your name and the today's date or?
[AGENT][NEUTRAL] Uh, it'd be my first name, last initial, and today's date. Uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII].
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you bye bye.