AccountId: 011433970860
ContactId: eac408c3-3c2f-4b14-8588-d1644ebdfe73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228669 ms
Total Talk Time (AGENT): 76725 ms
Total Talk Time (CUSTOMER): 65926 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/eac408c3-3c2f-4b14-8588-d1644ebdfe73_20250319T14:12_UTC.wav
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[AGENT][POSITIVE] Good morning. 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.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits and eligibility. I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] It's [PII], and the last name, first it's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. And before that, could you just spell your name for me?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] It's [PII], am I right?
[AGENT][POSITIVE] Mhm, correct, yes.
[CUSTOMER][NEUTRAL] Yeah, it's uh the member ID is gonna be 02189, sorry, it's gonna be uh I'll just start off on the 1st 02184962 M as in [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the name is gonna be [PII] and the date of us is gonna be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] And what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Uh, it's for diagnostic X-ray outpatient.
[CUSTOMER][NEUTRAL] Hospital, it's outpatient hospital diagnostic actually.
[AGENT][NEUTRAL] So it's gonna be an outpatient hospital.
[AGENT][NEUTRAL] OK. All right. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And we have an outpatient maximum of 6750 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Sure, got it.
[CUSTOMER][NEUTRAL] Thank you. Can I have the call reference number?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Uh, thank you, sir. You'd have a great day and a great week ahead.
[AGENT][POSITIVE] You as well, Mr. [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Take care. Bye for now.