AccountId: 011433970860
ContactId: e4128f43-8910-44f9-90dd-bb7d13076981
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201910 ms
Total Talk Time (AGENT): 79192 ms
Total Talk Time (CUSTOMER): 79056 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e4128f43-8910-44f9-90dd-bb7d13076981_20250505T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling for Nicholas Child's Hospital, and I want to check the eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, sure, and my contact I mean a callback number it is [PII] and my extension it is [PII].
[AGENT][POSITIVE] Thank you for that and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Yes, I'm ready. The member policy number, it is 01770322 M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name it is [PII] and the last name it is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] OK. [PII]. And can I get the plan date, please?
[AGENT][NEUTRAL] Yes, this is the Medin supplemental gap insurance.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much and the benefits for uh specialist office visit for medical.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $1000 per calendar day. The policy itself doesn't have any coverage for the office setting, but um they do have the office treatment writer, so any treatment in the office could be covered up to that $1000 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the patient has a medical, I mean, the patient has a medical plan, right?
[AGENT][NEUTRAL] Correct. This is the supplemental medical plan. We apply to the co-pay, deductible and co-insurance after United Healthcare.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much and uh.
[CUSTOMER][NEUTRAL] And can I get the uh co-payment please?
[AGENT][NEUTRAL] There's no co-payment. This is their secondary insurance.
[CUSTOMER][NEUTRAL] Mhm, exactly.
[CUSTOMER][POSITIVE] OK, thank you so much [PII]. Can I get the reference number for this call?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. You have been extremely helpful and have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] So much you have been extremely helpful and have a wonderful day and take care bye bye.
[AGENT][POSITIVE] Thank you, you also. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.