AccountId: 011433970860
ContactId: f3eae954-828b-4f2c-a025-650616c410a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163339 ms
Total Talk Time (AGENT): 66709 ms
Total Talk Time (CUSTOMER): 62686 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/f3eae954-828b-4f2c-a025-650616c410a6_20250626T14:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. This is [PII] from Patient Access at Nicolas's Children's Hospital.
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] The policy number is uh
[CUSTOMER][NEUTRAL] 02634476 M as in mom, L as in Larry 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's under [PII]. Last name is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you [PII], and were you needing benefits or claim status?
[CUSTOMER][NEUTRAL] Uh, I know I need to pay benefits.
[AGENT][POSITIVE] OK, I can help you with that. What?
[AGENT][NEUTRAL] Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay, or co-insurance will pay up to $3000 per calendar day.
[CUSTOMER][POSITIVE] Perfect. And also, um, the uh this any any amount was already expand or anything remaining amount or the full amount remaining?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEUTRAL] She has not used anything.
[CUSTOMER][NEUTRAL] OK, perfect. Did I have any reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I have the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh thank you very much for your help. Have a nice day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL you as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, got it.