AccountId: 011433970860
ContactId: ec7b443a-44a7-4baf-8e13-535e1965df5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196089 ms
Total Talk Time (AGENT): 90954 ms
Total Talk Time (CUSTOMER): 63961 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/ec7b443a-44a7-4baf-8e13-535e1965df5a_20250508T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good, uh, good afternoon. My name is [PII]. I'm calling from Nicola Children's Hospital in regards to eligibility and benefits on one of your members.
[AGENT][NEUTRAL] OK, I can help you with both eligibility and benefits, Ms. [PII]. May I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, it's, uh, [PII] is the last, the first name. Last name is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Policy number is 02611449.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show that one does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify benefits, it's not a guarantee of payment. This is a supplemental insurance policy. It's billed secondary to the primary. It helps with the deductible, co-pay and co-insurance, and they have an inpatient benefit amount of $6500 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And an outpatient benefit amount of the same, $6500 per calendar year.
[CUSTOMER][NEUTRAL] Per calendar year, the patient has utilized something for hospital patient.
[AGENT][NEUTRAL] Have they used anything? is that what you're asking?
[CUSTOMER][NEUTRAL] Yeah, mhm, yes.
[AGENT][NEUTRAL] Let me check real quick for you.
[AGENT][NEUTRAL] Nothing has been used for the year of [PII], so they still have their benefits.
[CUSTOMER][NEGATIVE] So nothing has been used.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][NEUTRAL] Could, could you please, is there any reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII], what is the first letter of your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK [PII], thank you very much for your help. Have a wonderful day bye bye.
[AGENT][POSITIVE] You're very welcome you're very welcome I am thank you for calling APL bye bye ma'am.
[CUSTOMER][NEUTRAL] Bye bye.