AccountId: 011433970860
ContactId: e90abff7-5afc-4bdf-bb1c-201a38e95877
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409200 ms
Total Talk Time (AGENT): 100351 ms
Total Talk Time (CUSTOMER): 141313 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/e90abff7-5afc-4bdf-bb1c-201a38e95877_20250418T18:55_UTC.wav
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[CUSTOMER][NEUTRAL] EEG
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, can you give me one second? I'm so sorry. Just 1 2nd.
[AGENT][NEUTRAL] Sure. OK.
[CUSTOMER][POSITIVE] We appreciate your call to Nicholas Children's West Kendall Outpatient Center. Your call is important to us and we look forward to serving you. Please continue to hold.
[CUSTOMER][NEUTRAL] [PII] and Nico's Children's West Kendall Outpatient Center is more important to [PII] person esterraunos momentaniamente por favor pe woman.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yeah, hi, um, give me one second.
[CUSTOMER][NEUTRAL] I'm just trying to see if the patient um is active with the insurance.
[AGENT][NEUTRAL] OK, so I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it's gonna be [PII]. The phone number is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] That I don't have it with me. Mom just told us that she had it.
[AGENT][NEUTRAL] OK, um, um, do you have the
[CUSTOMER][NEUTRAL] Information of the patient, yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The patient is a child. Let me see, it'll be under. Do you have the policyholder's full social or first and last name?
[CUSTOMER][NEUTRAL] Yeah, it's a child.
[CUSTOMER][NEUTRAL] Give me one sec. Is that, is it under the dad or the mom?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My release.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] See, it's under Dad's. I have dad's, um, his his first name, last name, and date of birth.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Let's start with that. Um, you can give me all that information.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The dad's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Can you spell the last name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the first name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I have the policy number. I just found it.
[AGENT][NEUTRAL] OK, what's that number?
[CUSTOMER][NEUTRAL] Yeah it's gonna be 01.
[CUSTOMER][NEUTRAL] 708.
[CUSTOMER][NEUTRAL] 460 ML and I guess it would be 8.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the members, um, well.
[AGENT][NEUTRAL] What's the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] It's like outpatient.
[AGENT][NEUTRAL] OK, and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing the policy only covers the policyholder [PII] and the spouse [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, the two dependents are no longer covered on the policy. Hold on one moment.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment, I'm just, oh, there it is, um, [PII], the children were removed effective [PII].
[CUSTOMER][POSITIVE] No, no, you're good. Don't worry.
[CUSTOMER][NEUTRAL] So they were taken out on [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Children or, OK, so it's only the member and the spouse that are covered, correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] All right, got it. Is there any way you can give me like a reference number please?
[AGENT][NEUTRAL] Sure, so 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] And then what's your first name? I'm so sorry.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much and I really appreciate your help today.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, just that.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you as well take care.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.