AccountId: 011433970860
ContactId: ec8b79fd-0c5b-4e66-a567-fb4c9ec08836
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178229 ms
Total Talk Time (AGENT): 76527 ms
Total Talk Time (CUSTOMER): 61720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/ec8b79fd-0c5b-4e66-a567-fb4c9ec08836_20250507T16:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah I remember.
[CUSTOMER][NEUTRAL] Hi, good morning or good evening. My name's [PII]. I'm calling from the registration department here at Nicholas Children's Hospital. I was calling for the eligibility eligibility and benefits for patients.
[AGENT][NEUTRAL] OK, Miss [PII], um, I can help you with eligibility and um benefits for the patient. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][POSITIVE] Alright perfect.
[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] OK, so the patient's first name is [PII].
[CUSTOMER][NEUTRAL] Last name, I'm just gonna spell it out. It's [PII] and then she has the second last name which is [PII] Date of birth is [PII].
[CUSTOMER][POSITIVE] And I'm ready to give you the policy number whenever you're ready.
[AGENT][POSITIVE] I'm ready for it.
[CUSTOMER][NEUTRAL] OK, so here it's 02.
[CUSTOMER][NEUTRAL] 507-720 ML8
[AGENT][POSITIVE] OK, thank you so much. Let me look that up real quick.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. I do show that Sophia does have.
[AGENT][NEUTRAL] An active policy and the effective date for Miss [PII] is [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And this is just to verify her purpose it's not a guarantee of payment. This is the supplemental insurance policy that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $7500 and then she also has an outpatient calendar year benefit amount of $3500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] May I just get your name and the reference call for this a reference number for this call, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. It's [PII]
[AGENT][NEUTRAL] And you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] All right awesome all right thank you so much OK I hope you have a great day.
[AGENT][POSITIVE] You too, Miss [PII], thank you for calling ATL. You have a wonderful rest of your week.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too bye bye.