AccountId: 011433970860
ContactId: f70fc8c4-83c5-4c57-b9f9-5cd463237823
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399489 ms
Total Talk Time (AGENT): 79270 ms
Total Talk Time (CUSTOMER): 238878 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/f70fc8c4-83c5-4c57-b9f9-5cd463237823_20250227T18:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm calling from Nicolas She Hiya outpatient Center. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Doing great thank you for asking so I just wanted to check the eligibility for a gap insurance. Uh, would you help me with that?
[AGENT][POSITIVE] I'd be happy to assist with eligibility today if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And you say your name was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. And what is the policy number?
[CUSTOMER][NEUTRAL] So that's the thing, uh, it's a new patient and they didn't bring the, the APL card and they don't have it. So, uh, is there any other way we can try to retrieve the info maybe with the patient's info?
[AGENT][NEUTRAL] Um, what about the social?
[CUSTOMER][NEUTRAL] OK, let me see if I can get the social number um.
[CUSTOMER][NEUTRAL] Yeah, I don't have that either.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] So it's gonna be [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] Repeat that for me please.
[CUSTOMER][NEUTRAL] [PII] first name.
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] Spell the last name for me again, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we don't have anyone in our system by that name. Is she the primary?
[CUSTOMER][NEUTRAL] I think she's a dependent uh.
[CUSTOMER][NEUTRAL] Let me see if I can ask that. Uh, would you hold on the line for me please?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you, be right back thank you.
[CUSTOMER][POSITIVE] We appreciate your call to Nicholas Children's Hialeah Outpatient Center. Your call is important to us, and we look forward to serving you. Please continue to hold. [PII] and Nicholas Children's Hialeah Outpatient Center is more important the paratros unbro de uestro person estraus momentaniamente Porsavorest momento.
[CUSTOMER][POSITIVE] [PII] is pleased to announce a new online appointment self scheduling tool. Families now have the option to self-schedule with select board certified specialists and primary care clinicians online through the hospital's website, patient portal, or the.
[CUSTOMER][NEUTRAL] My Nicholas Children's app. This online scheduling platform is in addition to the hospital's telephone scheduling service. To learn more, visit [PII] or download the My Nicholas Children's app through your preferred app store.
[CUSTOMER][NEUTRAL] Nicholas Children's urgent care centers are conveniently located throughout [PII] from Homestead to Palm Beach Gardens and available for the care and treatment of minor injuries and illnesses. Nicholas Children's has protocols in place to ensure everyone's health and safety. For more information, log on to [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] The South [PII] heat has everyone heading to the beach, pool, and water park to cool off and have fun. As a reminder, Nicholas Children's wants parents and caregivers to stay alert. Now is the time to review water safety and drowning prevention tips. Drowning is the second leading cause of accidental death among children ages [PII] [PII], claiming the lives of [PII] [PII].
[CUSTOMER][POSITIVE] Hi [PII], thank you so much for holding I appreciate it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have the subscriber info. Uh, can we try with [PII] and same last name, same, same last name [PII]. [PII] is spelled [PII]
[AGENT][NEUTRAL] OK, so it's the last name is [PII]
[AGENT][NEUTRAL] And what was the rest of it?
[CUSTOMER][NEUTRAL] BE.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK, there we go. And um did you get her date of birth?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[CUSTOMER][NEUTRAL] I also have the Social Security number.
[AGENT][NEUTRAL] Um, I won't need it now. Um, and what was [PII]'s date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Let me give you that policy number.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much appreciate it.
[AGENT][NEUTRAL] It's 0255.
[CUSTOMER][NEUTRAL] 0255.
[AGENT][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 44
[AGENT][NEUTRAL] 90.
[CUSTOMER][NEUTRAL] 90 OK so it's gonna be 02554490.
[AGENT][POSITIVE] That's correct. OK, and you're calling for?
[CUSTOMER][NEUTRAL] In effective date.
[AGENT][NEUTRAL] Um, effective date [PII], and are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh inpatient benefits.
[AGENT][NEUTRAL] Inpatient. OK. Um.
[AGENT][NEUTRAL] I'm showing the inpatient calendar, your maximum is $7900.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK perfect and the last thing that I will need uh can I have a reference number for this conversation so I can put it on my notes please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your patience and for your help I really appreciate it have a good one.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mhm.